Technical Support Advisor | At least 6 months BPO Experience required | Work onsite in Ayala Makati | Earn 29K/monthly salary package

TELUS; Makati; On-site; PHP 295,000 - 353,000; Full time

Job summary

TELUS is hiring a Technical Support Advisor to join our Ayala Makati team on-site in the Philippines. You will handle front-line inquiries via phone, chat, or email, diagnose issues, and guide customers through troubleshooting while maintaining precise case documentation.

This full-time position requires at least 6 months in a BPO or contact center and a customer-centric mindset. You will need strong communication skills and the ability to work with various product teams to resolve issues while

Qualifications

• 6+ months experience in a BPO or contact center environment.
• Strong customer service and communication skills.
• Basic to intermediate technical troubleshooting abilities.

Responsibilities

• Diagnose and resolve technical issues via phone, chat, or email.
• Guide customers through troubleshooting steps and document interactions.
• Elevate complex concerns to appropriate teams and maintain knowledge of products.

Skills

Active listening

Customer service

Communication

Troubleshooting

BPO experience

On-site

Education

Bachelor's degree or equivalent

Tools

CRM software

Job description

Company Description

At TELUS, team members collaborate to deliver innovative technology solutions that make everyday life safer, easier, and more connected. The company fosters an inclusive, supportive environment where individuals are encouraged to be themselves, share their ideas, and grow their careers. TELUS invests in professional development, providing guidance and resources to help team members build skills and realize their potential. With a strong focus on community impact and environmental responsibility, TELUS offers opportunities to contribute to meaningful, purpose-driven initiatives. As part of a digitally enabled workforce, team members help solve complex, real-world problems while creating sustainable change.

Role Description

The Technical Support Advisor is a full-time, on-site role based in Ayala Makati, providing front-line support to customers through phone, chat, or email. This position focuses on diagnosing and resolving technical issues, guiding customers through troubleshooting steps, and ensuring accurate documentation of each interaction. The Advisor will assist with account and service inquiries, elevate complex concerns to appropriate teams, and follow established procedures to meet performance and quality standards. Daily tasks also include maintaining up-to-date knowledge of products and services, adhering to data privacy and security guidelines, and contributing to a positive, customer-centered experience. The role offers a monthly salary package of up to 29,000 PHP and requires at least 6 months of BPO experience.

Qualifications

• At least 6 months of experience in a BPO or contact center environment, preferably in a technical or customer support role.
• Strong customer service and communication skills, including active listening, clear verbal and written communication, and professional handling of inquiries and concerns.
• Basic to intermediate technical proficiency, with the ability to understand and troubleshoot connectivity, device, and account-related issues using established procedures.
• Solid problem-solving and analytical abilities, including careful documentation, attention to detail, and adherence to process and quality standards.
• Ability to work on-site in Ayala Makati, with flexibility to follow assigned schedules, shifts, and rotating rest days.
• Resilience in a fast-paced environment, including stress management, adaptability to changing requirements, and consistent performance against targets.
• Comfort using multiple computer applications simultaneously, with accurate data entry and navigation of CRM or ticketing tools.
• Preferred: Experience in telecommunications or technical support, familiarity with call center metrics, and a vocational, associate, or bachelor’s degree or equivalent work experience.