Technical Support Representative | Onsite | Ortigas | Day Shift

Emapta; Mandaluyong; On-site; PHP 502,000 - 725,000; Full time

Benefits offered by this job

HMO coverage

Day shift

Office in Ortigas

Salary advance

Emapta Academy

Gym access

Lifestyle perks

Referral incentives

20 annual leaves

Mentorship

Career growth

Diverse environment

Job summary

Emapta Philippines is seeking a Technical Support Representative for our Australian telecommunications campaigns. The role requires at least two years in BPO technical support, strong English communication, and the ability to troubleshoot broadband and voice services.

The position is full-time, day shift, onsite at SM Megatower, Ortigas, with opportunities for mentorship and career growth. We offer competitive salary packages, HMO coverage, comprehensive benefits, and access to Emapta Academy

Qualifications

• Bachelor's degree holder or college undergraduate.
• Minimum of 2 years of relevant work experience in a BPO technical support role for Australian campaigns.
• Experience with broadband or telecommunications campaigns for US, UK, or Canadian customers.
• Experience in live web chat support is an advantage.
• Excellent written and verbal English communication skills.
• Willingness to work extended hours when required.
• Basic knowledge of computer networking concepts and troubleshooting.
• Familiarity with email systems and smartphone email configuration.

Responsibilities

• Perform service qualification checks using advanced web-based applications.
• Diagnose and resolve internet connectivity and voice service issues.
• Apply telecom knowledge across FTTN/X, FTTP/H, FTTC, FTTB, HFC, Fixed Wireless, Mobile 3G/4G LTE, home wireless broadband, ADSL, PSTN, and VoIP.
• Communicate with customers through inbound calls, outbound calls, live chat, and email.
• Assist new customers with internet setup and provide appropriate technical recommendations.
• Establish a positive first impression through professional and knowledgeable customer interactions.
• Utilize the knowledge base to identify accurate solutions to customer inquiries.
• Address customer concerns with clear, timely, and accurate technical information.
• Document customer requirements, inquiries, and interactions in the appropriate CRM or service records.
• Record customer suggestions and feedback to support continuous service improvement.
• Comply with applicable Australian telecommunications regulations, policies, and service standards.

Skills

English fluency

US campaigns

UK campaigns

Canada campaigns

BPO experience

Live chat support

Multitasking

Flexible hours

Education

Bachelor's degree

Tools

CRM systems

Job description

Technical Expertise That Connects Australia and Expands Career Horizons

Australia's digital economy depends on reliable broadband services and professionals who can resolve technical challenges. As a Technical Support Representative, you'll investigate connectivity issues, provide expert troubleshooting, and strengthen customer confidence across internet and voice services. Establish a long-term global career with Emapta, developing telecommunications expertise and meaningful international career opportunities within a workplace that values Top 1% talent.

Job Overview

• Employment Type: Full-time
• Shift: Day Shift | Shifting Days Off
• Work Setup: Onsite | SM Megatower | Ortigas

Exciting Perks Await!

• Competitive Salary Package
• Day Shift Schedule
• HMO coverage with free dependent upon regularization
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used at your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

Professional Experience and Educational Background

• Bachelor's degree holder or college undergraduate.
• Minimum of 2 years of relevant work experience, preferably in a BPO technical support role for an Australian telecommunications campaign.
• Experience in broadband or telecommunications campaigns for US, UK, or Canadian customers is also accepted.
• Experience in customer service campaigns may also be considered.
• Experience in live web chat support is an advantage.

Technical Knowledge and Troubleshooting Skills

• Basic knowledge of computer networking theories, concepts, and troubleshooting procedures.
• Familiarity with email systems, common email clients, and smartphone email configuration.

Communication and Professional Competencies

• Excellent written and verbal English communication skills.
• Strong multitasking skills and ability to manage multiple customer support tasks efficiently.
• Willingness to work extended hours when required.

Your Daily Tasks

• Perform service qualification checks using advanced web-based applications.
• Diagnose and resolve internet connectivity and voice service issues.
• Apply basic telecommunications knowledge across FTTN/X, FTTP/H, FTTC, FTTB, HFC, Fixed Wireless, Mobile 3G/4G LTE, home wireless broadband, ADSL, PSTN, and VoIP technologies.
• Communicate with customers through inbound calls, outbound calls, live chat, and email.
• Assist new customers with internet setup and provide appropriate technical recommendations.
• Establish a positive first impression through professional and knowledgeable customer interactions.
• Utilize the knowledge base to identify accurate solutions to customer inquiries.
• Address customer concerns with clear, timely, and accurate technical information.
• Document customer requirements, inquiries, and interactions in the appropriate CRM or service records.
• Record customer suggestions and feedback to support continuous service improvement.
• Comply with applicable Australian telecommunications regulations, policies, and service standards.

About the Client

Our client is an Australian telecommunications provider specializing in high-speed broadband, fibre networks, mobile services, and enterprise connectivity solutions. They serve residential customers, businesses, and wholesale partners through extensive telecommunications infrastructure across Australia and the Asia Pacific region. Their services include fibre internet, wireless broadband, voice communications, and network solutions designed for reliable digital connectivity. Through continuous technological innovation, network expansion, and customer-focused services, they help Australian communities and businesses access faster connections, improve digital experiences, and maintain essential communications.

Join the Top 1% Talent. A better career. A better life.

Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia's Best Companies to Work For in Asia 2026 for the fifth year in a row and winner of Inspiring Workplaces Australasia 2026, Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.