Fiber Internet Tech Support Specialist

Accenture in the Philippines; Mandaluyong; On-site; PHP 391,000 - 580,000; Full time

Job summary

Accenture in the Philippines is seeking a Customer Service Associate for an in-office role in Mandaluyong. You will handle inbound T1/T2 technical support for residential fiber internet customers, perform remote diagnostics, and coordinate field dispatch when needed.

You'll document case steps, communicate results in plain language to customers, and ensure adherence to data privacy, regulatory requirements, and SLAs. Rotation shift schedule applies at the Mandaluyong location.

Qualifications

• Experience in inbound T1/T2 technical support for telco or internet services.
• Ability to explain technical information in non-technical language.
• Knowledge of data privacy and regulatory compliance requirements.
• Experience with incident documentation and ticketing systems.

Responsibilities

• Handle inbound T1/T2 technical support contacts for residential fiber internet customers; diagnose issues remotely.
• Perform structured remote diagnostics on fiber connectivity, CPE devices, and access components to identify root causes.
• Coordinate field dispatch for issues unresolved remotely and document findings for the field team.
• Escalate complex faults to T3 with clear diagnostic context and steps taken.

Skills

Technical support

Customer service

Troubleshooting

Remote diagnostics

Job description

Accenture in the Philippines is seeking a Customer Service Associate for an in-office role in Mandaluyong. You will handle inbound T1/T2 technical support for residential fiber internet customers, perform remote diagnostics, and coordinate field dispatch when needed.

You'll document case steps, communicate results in plain language to customers, and ensure adherence to data privacy, regulatory requirements, and SLAs. Rotation shift schedule applies at the Mandaluyong location.