Technical Support Specialist

InfiniVAN Inc.; Makati; On-site; PHP 502,000 - 670,000; Full time

Benefits offered by this job

Premium HMO

Shinagawa discounts

Free meal

Free shuttle

Rewards program

Training & engagement

Career advancement

Referral program

Job summary

InfiniVAN Inc. in Makati is seeking a customer support specialist for telecom services including voice, broadband, fiber, and VoIP. You will diagnose hardware, software, and network issues and guide customers to restore services.

Collaborate with NOC and carriers to resolve escalations, maintain a knowledge base, and ensure high-quality service. Strong communication and pressure management are essential to succeed in this role.

Qualifications

• Strong knowledge of telecom infrastructure (fiber, VoIP, SIP, etc).
• Familiarity with networking protocols (TCP/IP, DNS, VPN).
• Excellent communication and customer service skills.
• Ability to work under pressure and manage multiple escalations.

Responsibilities

• Respond to customer inquiries regarding telecom services (voice, broadband, mobile, fiber, VolP).
• Diagnose and resolve hardware, software, and network-related issues.
• Escalate complex problems to NOC (Network Operations Center) or higher-level support when required.
• Support installation, configuration, and maintenance of telecom equipment (routers, modems, switches, PBX, VolP systems).
• Provide step-by-step guidance to customers for service restoration.
• Collaborate with carrier partners and last-mile teams to resolve escalations.
• Maintain and update knowledge base articles for common telecom issues.

Skills

Telecom infrastructure knowledge

Networking protocols

Communication skills

Under pressure & escalations

Job description

WHAT WE OFFER:

• Premium HMO with 350,000 MBL and 3 dependents with 250,000 MBL each
• 50% discount on Shinagawa's Lasik and Aesthetics
• 20% discount with Shinagawa Pharmacy
• FREE Meal
• FREE Shuttle Service
• Rewards and incentives
• Training and Engagement activities
• Career advancement opportunities
• Paid referral program

ABOUT US:

InfiniVAN, Inc. is a Japan-affiliated digital solutions and telecommunications company in the Philippines that offers and delivers:

• World-class Connection
• Guaranteed and Real Fiber Speed
• Reliable Access and Services

We provide a business Internet user experience that is at par with global standards, delivered via end-to-end Fiber Optic Network Infrastructure that is fully redundant and backed up by experienced and reliable management and technical support teams.

Location:

Makati

Description of Duties:

• Respond to customer inquiries regarding telecom services (voice, broadband, mobile, fiber, VolP).
• Diagnose and resolve hardware, software, and network-related issues.
• Escalate complex problems to NOC (Network Operations Center) or higher-level support when required.
• Support installation, configuration, and maintenance of telecom equipment (routers, modems, switches, PBX, VolP systems).
• Provide step-by-step guidance to customers for service restoration.
• Collaborate with carrier partners and last-mile teams to resolve escalations.
• Maintain and update knowledge base articles for common telecom issues.

Preferred Qualifications / Experience:

• Strong knowledge of telecom infrastructure (fiber, VolP, SIP, etc).
• Familiarity with networking protocols (TCP/IP, DNS, VPN).
• Excellent communication and customer service skills.
• Ability to work under pressure and manage multiple escalation.