Technical Support Specialist – Customer Care

Aire Spring; Pasig; On-site; PHP 268,000 - 469,000; Full time

Job summary

AireSpring is a leading provider of cloud communications and managed services. We are seeking a Customer Service Technical Support specialist to handle inbound inquiries, triage issues, and manage tickets with a focus on delivering responsive service.

You will use monitoring tools like aireMonitor and the aireReboot platform to assist customers, perform basic troubleshooting, and escalate more complex problems to higher support tiers while maintaining clear communication throughout the process.

Qualifications

• Strong verbal and written English communication skills.
• Ability to manage multiple customer interactions in a fast-paced environment.
• Basic understanding of networking concepts (TCP/IP, WAN/LAN, Internet services).
• Experience performing basic troubleshooting such as ping and traceroute tests.
• Strong customer service and problem-solving skills.
• Ability to follow documented procedures and escalation processes.
• Proficiency with Microsoft Office applications.

Responsibilities

• Answer inbound customer support calls in a professional and timely manner.
• Create, document, and update customer trouble tickets accurately within the ticketing system.
• Communicate effectively with customers regarding issue status, next steps, and resolution progress.
• Perform initial service reviews using monitoring tools, including aireMonitor.
• Review service status and provide customers with findings when services are operating normally.
• Open carrier tickets and notify customers when monitoring tools indicate a service outage.
• Access and utilize the aireReboot platform to remotely reboot broadband modems while customers are on the line.
• Perform basic troubleshooting activities, including: connectivity checks, ping tests, traceroute testing, basic network diagnostics.
• Gather and document relevant troubleshooting information to support escalation when necessary.
• Escalate unresolved or complex technical issues to a higher level support teams following established procedures.
• Maintain accurate records of all customer interactions and support activities.
• Meet established SLAs and customer service standards.
• Collaborate with internal teams to ensure timely issue resolution.
• Carrier and LEC ticket management follow up and escalations

Skills

English communication

Multitasking

Networking basics

Troubleshooting

Customer service

Procedural discipline

MS Office

MS Office applications

Education

High school diploma

Information Technology / Computer Science degree preferred

Tools

Salesforce Service Cloud

SolarWinds

Microsoft Office

Job description

AireSpring is a leading provider of cloud communications and managed services. We are seeking a Customer Service Technical Support specialist to handle inbound inquiries, triage issues, and manage tickets with a focus on delivering responsive service.

You will use monitoring tools like aireMonitor and the aireReboot platform to assist customers, perform basic troubleshooting, and escalate more complex problems to higher support tiers while maintaining clear communication throughout the process.