Tech Support Specialist – Telecom & VoIP (On-site)

Accenture in the Philippines; Taguig; On-site; PHP 167,000 - 279,000; Full time

Job summary

Accenture in the Philippines invites applications for a Customer Service Associate. The role focuses on identifying and resolving customer issues across voice, chat, email, and other channels, with strict documentation and timely closure.

Work onsite in Taguig; perform troubleshooting for telecom/network services; maintain accurate records; collaborate with engineering and provisioning teams; strive to meet CSAT and QA targets.

Qualifications

• At least 6 months of relevant experience.
• Open to any technical support account (not limited to voice or broadband services).

Responsibilities

• Provide end-to-end support for customer issues across voice, chat, email, and other digital channels.
• Accurately diagnose and resolve customer concerns by following defined troubleshooting procedures.
• Ensure interactions and incidents are logged, documented, tracked, and closed within SLAs.
• Perform proactive follow-ups and provide clear updates to ensure resolution and customer satisfaction.
• Escalate complex or unresolved issues to the appropriate teams while maintaining ownership.
• Troubleshoot issues related to CLI / Voice Numbers (caller ID, routing, provisioning).
• Troubleshoot issues related to Hosted PBX / VoIP (call quality, extensions, call flows).
• Troubleshoot issues related to Broadband (connectivity, speed, stability issues).
• Analyze service issues such as latency, outages, call failures, and configuration errors.
• Provide clear, simple explanations and self-help guidance to customers.
• Support service provisioning, activation, and configuration activities for voice and broadband services.
• Assist in customer activations, including validation and testing of configured services.
• Make necessary configuration adjustments to ensure successful service delivery and acceptance testing.
• Maintain accurate system updates and documentation for all service-related activities.
• Adhere to authentication, security, quality, and compliance standards.
• Maintain detailed documentation of all troubleshooting steps, resolutions, and configurations.
• Identify and report system or application issues and contribute to process improvements.
• Demonstrate ownership, accountability, and attention to detail in all tasks.
• Meet or exceed performance metrics such as CSAT, QA, FCR, and productivity targets.
• Continuously improve technical and customer handling skills through training, coaching, and feedback.

Skills

Customer service experience

Job description

Accenture in the Philippines invites applications for a Customer Service Associate. The role focuses on identifying and resolving customer issues across voice, chat, email, and other channels, with strict documentation and timely closure.

Work onsite in Taguig; perform troubleshooting for telecom/network services; maintain accurate records; collaborate with engineering and provisioning teams; strive to meet CSAT and QA targets.