Outbound Broadband Support Specialist

N-PAX Group; Mandaue; On-site; PHP 201,000 - 312,000; Full time

Job summary

N-PAX Group in the Philippines is seeking a customer support specialist to contact broadband customers with service issues, perform initial remote troubleshooting, and determine whether cases can be resolved remotely or require field technician assistance.

You will make outbound calls, follow scripting, and document interactions in the CRM system. On-site work in rotating day shifts is required, with weekends and holidays as scheduled.

Qualifications

• Good verbal communication and interpersonal skills.
• Strong customer service orientation and ability to handle customer concerns professionally.
• Basic understanding of computers, internet connectivity, and common technical troubleshooting procedures.
• Ability to follow structured troubleshooting scripts and technical instructions.
• Computer literate and comfortable using online systems, CRM platforms, and ticketing tools.
• Good listening, problem-solving, and documentation skills.
• Willing to work onsite on rotating day shifts within the 7:00 AM–7:00 PM window, including weekends and holidays as scheduled.
• Preferred: At least 6 months of experience in customer service, technical support, or a BPO/contact center environment.
• Preferred: Previous experience handling telecommunications, broadband, ISP, or technical support accounts.

Responsibilities

• Make outbound calls to customers with reported broadband connectivity issues and initiate first callbacks within SLA.
• Perform up to three call attempts per assigned case following approved contact procedures.
• Conduct initial remote diagnostics to identify common broadband problems and verify reported issues.
• Guide customers through basic troubleshooting using approved scripts and tools.
• Assess whether issues can be resolved remotely or require a field technician visit.
• Endorse unresolved cases to field servicing or dispatch teams as needed.
• Maintain accurate records of interactions, diagnostics, and case status in CRM/ticketing system.
• Meet callback and case resolution SLAs and maintain professional communication.
• Participate in coaching, technical training, and quality assurance evaluations.
• Identify recurring concerns and report to Team Leader.

Skills

Verbal communication

Customer service

Troubleshooting

CRM platforms

Documentation

Problem solving

Teamwork

Education

Senior High School graduate or equivalent

Tools

CRM platforms

Ticketing tools

Job description

N-PAX Group in the Philippines is seeking a customer support specialist to contact broadband customers with service issues, perform initial remote troubleshooting, and determine whether cases can be resolved remotely or require field technician assistance.

You will make outbound calls, follow scripting, and document interactions in the CRM system. On-site work in rotating day shifts is required, with weekends and holidays as scheduled.