Fiber Internet Support Specialist | T1/T2 Diagnostics

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

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.