Fiber Technical Support Analyst - Remote Diagnostics

8003 Accenture Inc Company; Mandaluyong; On-site; PHP 360,000 - 480,000; Full time

Job summary

Accenture is seeking a Customer Service Analyst for an on-site role in Mandaluyong. You will handle inbound technical support for residential fiber customers, performing remote diagnostics, coordinating field dispatch when needed, and documenting all steps in our ticketing system.

The role requires experience with international telco accounts, excellent communication in non-technical language, and strict adherence to privacy and compliance.

Qualifications

• Technical support experience from international telco accounts.

Responsibilities

• Handle inbound T1/T2 technical support contacts for residential fiber internet customers transferred from the automated contact layer, covering remote diagnostics, fault resolution, and device troubleshooting.
• 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

Tech support

Telecom accounts

Job description

Accenture is seeking a Customer Service Analyst for an on-site role in Mandaluyong. You will handle inbound technical support for residential fiber customers, performing remote diagnostics, coordinating field dispatch when needed, and documenting all steps in our ticketing system.

The role requires experience with international telco accounts, excellent communication in non-technical language, and strict adherence to privacy and compliance.