DE033238-Technical Support Associate

Accenture in the Philippines; Mandaluyong; On-site; PHP 391,000 - 580,000; Full time

Job summary

Accenture in the Philippines is seeking a Customer Service Associate for an in-office role in Mandaluyong. You will handle inbound T1/T2 technical support for residential fiber internet customers, perform remote diagnostics, and coordinate field dispatch when needed.

You'll document case steps, communicate results in plain language to customers, and ensure adherence to data privacy, regulatory requirements, and SLAs. Rotation shift schedule applies at the Mandaluyong location.

Qualifications

• Experience in inbound T1/T2 technical support for telco or internet services.
• Ability to explain technical information in non-technical language.
• Knowledge of data privacy and regulatory compliance requirements.
• Experience with incident documentation and ticketing systems.

Responsibilities

• Handle inbound T1/T2 technical support contacts for residential fiber internet customers; diagnose issues remotely.
• Perform structured remote diagnostics on fiber connectivity, CPE devices, and access components to identify root causes.
• Coordinate field dispatch for issues unresolved remotely and document findings for the field team.
• Escalate complex faults to T3 with clear diagnostic context and steps taken.

Skills

Technical support

Customer service

Troubleshooting

Remote diagnostics

Job description

• ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: Customer Service Associate WORK SETUP: Return to Office RESPONSIBILITIES:
• Handle inbound T1/T2 technical support contacts for residential fiber internet customers transferred from the automated contact layer, covering remote diagnostics, fault resolution, and device troubleshooting.
• Conduct structured remote diagnostics across fiber connectivity, CPE devices, and access layer components to identify fault root causes and achieve first-contact resolution wherever possible.
• Coordinate field dispatch for cases that cannot be resolved remotely, ensuring accurate fault documentation and diagnostic findings are communicated to the field team.
• Escalate advanced technical faults to T3 analysts with structured diagnostic context, clearly documenting steps already taken and observations made.
• Manage all case documentation in the technical support management system, recording diagnostic steps, resolution outcomes, and escalation details accurately.
• Communicate technical findings and resolution steps clearly to customers in non-technical language throughout the interaction.
• Adhere to all data privacy, confidentiality, and regulatory compliance requirements on every interaction.
• Meet workstream SLAs, KPIs, and quality targets as defined by the engagement. OTHERS: Project Shift Schedule: Rotation Project Rest Day: Rotation Project/Team Location: Mandaluyong, Robinsons Cybergate Tower 2
• Technical support experience from international telco accounts