Hybrid Fiber Support Analyst — Diagnostics & Dispatch

Accenture in the Philippines; Mandaluyong; On-site; PHP 279,000 - 391,000; Full time

Job summary

Accenture in the Philippines is seeking a Customer Service Analyst to handle inbound technical support for residential fiber internet customers, performing remote diagnostics, fault resolution, and device troubleshooting from Mandaluyong.

You will coordinate field dispatch when needed, document steps and outcomes in the ticketing system, explain findings in non-technical language, and meet SLAs and quality targets in a Return to Office setup.

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 layer components to identify fault root causes and achieve first-contact resolution.
• 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.
• OTHERS: Project Shift Schedule: Rotation Project Rest Day: Rotation Project/Team Location: Mandaluyong, Robinsons Cybergate Tower 2

Skills

Technical support experience

Job description

Accenture in the Philippines is seeking a Customer Service Analyst to handle inbound technical support for residential fiber internet customers, performing remote diagnostics, fault resolution, and device troubleshooting from Mandaluyong.

You will coordinate field dispatch when needed, document steps and outcomes in the ticketing system, explain findings in non-technical language, and meet SLAs and quality targets in a Return to Office setup.