DE033238-Technical Support Associate

Accenture; Mandaluyong; On-site; PHP 223,000 - 402,000; Full time

Job summary

Accenture is hiring a Customer Service Associate for a Return to Office setup in Mandaluyong. You will handle inbound support for residential fiber internet, perform remote diagnostics, and coordinate dispatch for issues unresolved remotely, ensuring accurate documentation and clear customer communication.

You will escalate complex faults to senior analysts with context, maintain case records, and uphold data privacy and regulatory standards while meeting SLAs and quality targets across shifts.

Qualifications

• Technical support experience from international telco accounts.

Responsibilities

• Handle inbound T1/T2 technical support contacts for residential fiber internet customers.
• Conduct structured remote diagnostics across fiber connectivity, CPE devices and access components.
• Coordinate field dispatch for cases unresolved remotely with accurate fault docs.
• Escalate advanced faults to T3 with documented steps and observations.
• Manage case documentation in the support system with diagnostic steps and resolutions.
• Communicate technical findings in clear, non-technical language to customers.
• Adhere to data privacy, confidentiality and regulatory requirements in every interaction.
• Meet workstream SLAs, KPIs and quality targets as defined by the engagement.

Skills

Technical support

Customer service

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

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

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