Fiber Tech Support Specialist - Remote & Field Dispatch

Accenture PLC; 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

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.