DE033238-Technical Support Associate

Accenture PLC; Mandaluyong; On-site; PHP 268,000 - 402,000; Full time

Job summary

Accenture PLC is seeking a Customer Service Associate in a Return to Office setup in Mandaluyong to support residential fiber internet customers. You will handle inbound T1/T2 technical support, perform remote diagnostics, and coordinate field dispatch when needed.

You will document cases, escalate advanced faults to T3 with context, and communicate findings in clear, non-technical terms while upholding privacy requirements.

Qualifications

• Experience providing technical support to residential fiber internet customers.
• Ability to perform remote diagnostics and troubleshoot CPE devices.
• Experience documenting case details and communicating findings clearly.

Responsibilities

• Handle inbound T1/T2 technical support for residential fiber internet customers.
• Conduct structured remote diagnostics across fiber connectivity, CPE devices, and access components to identify root causes.
• Coordinate field dispatch for unresolved cases with accurate fault documentation.
• Escalate advanced faults to T3 with context and observations.
• Maintain all case documentation in the support system with steps and resolutions.
• Explain technical findings to customers in non-technical language.
• Follow data privacy and regulatory compliance on every interaction.
• Meet workstream SLAs, KPIs, and quality targets.

Skills

Technical support

Customer service

Job description

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

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

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