Outbound Customer Representatives (Technical Support)

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

About the role

The primary responsibility of this role is to proactively contact broadband customers experiencing service-related issues, perform initial remote troubleshooting, and determine whether their concerns can be resolved remotely or require assistance from a field technician.

Key responsibilities

• Make outbound calls to customers with reported broadband connectivity issues or assigned service requests, initiating the first callback within the required 6-hour Service Level Agreement (SLA) from case creation
• Conduct up to three (3) call attempts per assigned case, following approved contact procedures
• Conduct initial remote diagnostics to identify common broadband connectivity problems and verify customer-reported issues, service availability, and equipment status
• Guide customers through basic troubleshooting procedures using approved diagnostic scripts and tools
• Assess whether connectivity concerns can be resolved remotely without a technician visit
• Determine whether a field technician visit is necessary based on diagnostic findings and endorse unresolved cases to the appropriate field servicing or dispatch team
• Maintain accurate records of customer interactions, diagnostic results, troubleshooting activities, and case status in the designated CRM or ticketing system
• Meet established callback and case resolution Service Level Agreements (SLAs) and maintain professional and courteous communication throughout customer interactions
• Participate in regular coaching sessions, technical training, and quality assurance evaluations
• Identify recurring broadband concerns and report common issues to the Team Leader

About you

• At least a Senior High School graduate or equivalent
• 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 operating 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, internet service provider (ISP), or technical support accounts