Network Support Technician - Customer Care & Troubleshooting

AireSpring; Philippines; On-site; PHP 240,000 - 420,000; Full time

Job summary

AireSpring seeks a Customer Service Technical Support agent to be the first point of contact for customers needing technical help. You will log and triage tickets, perform basic troubleshooting, and provide service updates while escalating complex issues as needed.

The role requires strong English communication, ability to multitask, and familiarity with networking basics. Experience with MSP environments and carrier portals is a plus.

Qualifications

• Minimum 1 year in customer service, technical support, help desk, or MSP.
• Strong verbal and written English communication skills.
• Ability to manage multiple customer interactions in a fast-paced environment.
• Basic understanding of networking concepts: TCP/IP, WAN/LAN, Internet services.

Responsibilities

• Answer inbound customer support calls professionally and timely.
• Create, document, and update customer trouble tickets.
• Communicate issue status and next steps to customers.
• Perform initial service reviews using monitoring tools like aireMonitor.

Skills

Customer service

Technical support

English proficiency

Multi-tasking

Troubleshooting

Networking basics

Ticketing systems

MS Office

Education

High school diploma or equivalent

Associate's or Bachelor's in IT/CS or related field preferred

Tools

Salesforce Service Cloud

SolarWinds

aireMonitor

aireReboot

Job description

AireSpring seeks a Customer Service Technical Support agent to be the first point of contact for customers needing technical help. You will log and triage tickets, perform basic troubleshooting, and provide service updates while escalating complex issues as needed.

The role requires strong English communication, ability to multitask, and familiarity with networking basics. Experience with MSP environments and carrier portals is a plus.