Global Customer Support Specialist

Acquire Intelligence; Pasig; On-site; PHP 167,000 - 279,000; Full time

Job summary

Acquire Intelligence in Metro Manila is seeking a Customer Support Specialist to assist customers via chat, resolve routine issues, and explain products and services. You will troubleshoot connectivity and equipment problems, guide service activation, and manage billing inquiries with precise account documentation.

Join the A-Team and contribute to high-quality customer interactions, staying informed on product offerings and updates while maintaining accurate records for every customer contact.

Responsibilities

• Respond promptly to customer inquiries via chat, following standard scripts and procedures.
• Identify and assess customers' needs to ensure timely resolution of routine issues.
• Provide accurate information regarding products, services, billing, and basic technical support.
• Troubleshoot routine connectivity issues, equipment problems, and service interruptions, aiming for first-call resolution.
• Ensure all customer interactions and activities are accurately recorded in the system.
• Assist customers with basic new service setup, including account creation, service activation, and equipment installation.
• Guide customers through upgrading or modifying services based on their needs.
• Handle routine billing inquiries, process payments, and ensure accurate billing adjustments.
• Monitor customers’ accounts for overdue payments and initiate follow-up actions as per company policies.
• Diagnose and resolve basic technical issues related to internet connectivity and equipment setup.
• Escalate complex technical issues or problems that require higher-tier support.
• Provide clear and concise instructions to customers for troubleshooting steps or self-service options.
• Educate customers on the features and benefits of products and services.
• Stay informed on standard product offerings and updates to better assist customers.

Job description

Acquire Intelligence in Metro Manila is seeking a Customer Support Specialist to assist customers via chat, resolve routine issues, and explain products and services. You will troubleshoot connectivity and equipment problems, guide service activation, and manage billing inquiries with precise account documentation.

Join the A-Team and contribute to high-quality customer interactions, staying informed on product offerings and updates while maintaining accurate records for every customer contact.