Fiber Tech Support Analyst - First-Contact Diagnostics

Accenture PLC; Mandaluyong; On-site; PHP 360,000 - 480,000; Full time

Job summary

Accenture PLC in Mandaluyong (Metro Manila) is seeking a Customer Service Analyst to handle inbound T1/T2 technical support for residential fiber internet, performing remote diagnostics, fault resolution, and device troubleshooting. You will coordinate field dispatch when remote resolution isn’t possible, escalate to T3 with documented steps, and maintain case records in the support system.

Clear, non-technical communication and strict data privacy are required.

Qualifications

• Technical support experience from international telco accounts.

Responsibilities

• Handle inbound T1/T2 technical support contacts for residential fiber internet.
• 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.

Skills

Telco experience

Job description

Accenture PLC in Mandaluyong (Metro Manila) is seeking a Customer Service Analyst to handle inbound T1/T2 technical support for residential fiber internet, performing remote diagnostics, fault resolution, and device troubleshooting. You will coordinate field dispatch when remote resolution isn’t possible, escalate to T3 with documented steps, and maintain case records in the support system.

Clear, non-technical communication and strict data privacy are required.