Global Telecom Technical Support Specialist

Emapta

Mandaluyong

Presencial

PHP 502 000 - 725 000

Tempo integral

Há 2 dias

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Vantagens oferecidas por esta oferta de emprego

HMO coverage

Day shift

Office in Ortigas

Salary advance

Emapta Academy

Gym access

Lifestyle perks

Referral incentives

20 annual leaves

Mentorship

Career growth

Diverse environment

Resumo da oferta

Emapta Philippines is seeking a Technical Support Representative for our Australian telecommunications campaigns. The role requires at least two years in BPO technical support, strong English communication, and the ability to troubleshoot broadband and voice services.

The position is full-time, day shift, onsite at SM Megatower, Ortigas, with opportunities for mentorship and career growth. We offer competitive salary packages, HMO coverage, comprehensive benefits, and access to Emapta Academy

Qualificações

Bachelor's degree holder or college undergraduate.
Minimum of 2 years of relevant work experience in a BPO technical support role for Australian campaigns.
Experience with broadband or telecommunications campaigns for US, UK, or Canadian customers.
Experience in live web chat support is an advantage.
Excellent written and verbal English communication skills.
Willingness to work extended hours when required.
Basic knowledge of computer networking concepts and troubleshooting.
Familiarity with email systems and smartphone email configuration.

Responsabilidades

Perform service qualification checks using advanced web-based applications.
Diagnose and resolve internet connectivity and voice service issues.
Apply telecom knowledge across FTTN/X, FTTP/H, FTTC, FTTB, HFC, Fixed Wireless, Mobile 3G/4G LTE, home wireless broadband, ADSL, PSTN, and VoIP.
Communicate with customers through inbound calls, outbound calls, live chat, and email.
Assist new customers with internet setup and provide appropriate technical recommendations.
Establish a positive first impression through professional and knowledgeable customer interactions.
Utilize the knowledge base to identify accurate solutions to customer inquiries.
Address customer concerns with clear, timely, and accurate technical information.
Document customer requirements, inquiries, and interactions in the appropriate CRM or service records.
Record customer suggestions and feedback to support continuous service improvement.
Comply with applicable Australian telecommunications regulations, policies, and service standards.