Fiber Internet Support Analyst – Remote Diagnostics

Accenture in the Philippines; Mandaluyong; On-site; PHP 335,000 - 536,000; Full time

Job summary

Accenture in the Philippines is seeking a Customer Service Analyst to provide Tier 1/2 technical support for residential fiber internet customers. The role focuses on remote diagnostics, fault resolution, and clear communication with customers in non-technical language.

You will coordinate field dispatch when remote resolution is not possible and ensure strict adherence to privacy and regulatory requirements.

Qualifications

• Experience providing technical support to residential fiber or internet customers.
• Ability to diagnose remotely and resolve issues with first-contact resolution where possible.

Responsibilities

• Handle inbound T1/T2 technical support contacts for residential fiber internet customers.
• Conduct structured remote diagnostics across fiber connectivity, CPE devices, and access layer components to identify fault root causes.
• Coordinate field dispatch for unresolved cases and ensure accurate fault documentation.
• Escalate advanced faults to T3 with context of steps taken and observations.
• Manage case documentation in the support management system with accurate diagnostics and escalation details.
• Communicate technical findings in non-technical language to customers.
• Adhere to data privacy and regulatory requirements on every interaction.
• Meet workstream SLAs, KPIs, and quality targets defined by the engagement.

Skills

Technical support

International telco accounts

Tools

Remote diagnostics tools

Job description

Accenture in the Philippines is seeking a Customer Service Analyst to provide Tier 1/2 technical support for residential fiber internet customers. The role focuses on remote diagnostics, fault resolution, and clear communication with customers in non-technical language.

You will coordinate field dispatch when remote resolution is not possible and ensure strict adherence to privacy and regulatory requirements.