Technical Support Specialist - Troubleshooting & Care

AireSpring; Pasig; On-site; PHP 446,000 - 536,000; Full time

Job summary

AireSpring is seeking a Customer Service Technical Support specialist in Pasig, Philippines to be the first line of contact for customers, handling inquiries, creating tickets, and performing basic troubleshooting. You will use aireMonitor and aireReboot to diagnose and resolve issues while escalating complex problems to higher levels.

The ideal candidate has 1 year of MSP or related customer service experience, strong English communication, and a solid foundation in networking basics and

Qualifications

• High school diploma or equivalent required; Associate's or Bachelor's degree in IT, CS, or related field preferred.
• Minimum 1 year of customer service, technical support, help desk, service desk, call center, or MSP experience.
• Strong verbal and written English communication skills.
• Ability to manage multiple customer interactions in a fast-paced environment.
• Basic understanding of networking concepts including TCP/IP, WAN/LAN connectivity, 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 professionally and promptly.
• Create and update customer trouble tickets in the ticketing system.
• Communicate issue status and next steps to customers.
• Perform initial service reviews using monitoring tools (airesMonitor).
• Open carrier tickets and notify customers of outages.
• Remotely reboot devices using aireReboot while customers are on the line.
• Conduct basic troubleshooting (connectivity checks, ping, traceroute, network diagnostics).
• Document relevant troubleshooting information for escalation.
• Escalate complex issues to higher level support teams.
• Maintain accurate records of all interactions and SLAs.
• Collaborate with internal teams to resolve issues quickly.

Skills

Customer service

English communication

Multitasking

Networking basics

Troubleshooting basics

Microsoft Office

Education

High school diploma

Associate/Bachelor in IT

Tools

Salesforce Service Cloud

SolarWinds

Ticketing systems

NOC monitoring tools

Job description

AireSpring is seeking a Customer Service Technical Support specialist in Pasig, Philippines to be the first line of contact for customers, handling inquiries, creating tickets, and performing basic troubleshooting. You will use aireMonitor and aireReboot to diagnose and resolve issues while escalating complex problems to higher levels.

The ideal candidate has 1 year of MSP or related customer service experience, strong English communication, and a solid foundation in networking basics and