DE033238-Technical Support Associate

Accenture; Mandaluyong; On-site; PHP 279,000 - 391,000; Full time

Job summary

Accenture in Mandaluyong is seeking a Customer Service Associate to handle inbound T1/T2 technical support for residential fiber internet. The role is on-site with Return to Office setup, rotating shifts.

You will perform remote diagnostics, document issues, coordinate field dispatch when needed, and communicate clearly with customers in non-technical language while complying with data privacy and regulatory requirements.

Qualifications

• Technical support experience from international telco accounts

Responsibilities

• Handle inbound T1/T2 technical support contacts for residential fiber internet, focusing on 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.
• Coordinate field dispatch for cases that cannot be resolved remotely, ensuring accurate fault documentation and communication with the field team.
• Escalate advanced faults to T3 analysts with diagnostic context and documented steps.
• Manage all case documentation in the support system, recording steps, outcomes, and escalation details.
• Communicate technical findings and resolution steps to customers in clear, non-technical language.
• Adhere to data privacy, confidentiality, and regulatory compliance in every interaction.
• Meet workstream SLAs, KPIs, and quality targets defined by the engagement.

Job description

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.

Other Details

• Project Shift Schedule: Rotation
• Project Rest Day: Rotation
• Project/Team Location: Mandaluyong, Robinsons Cybergate Tower 2
• Technical support experience from international telco accounts

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicablelaw. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.