Call Center Agent

Technical Phone Support Specialist

Posted today

The RISE mission is to Accelerate Internet for the Philippines - we focus on the overall customer experience, providing excellent internet services while creating a positive impact on our partners and their industries. We serve business and wholesale customers in Cebu, Manila, and Davao across industries such as real estate, IT, and business process outsourcing, with a focus on high-quality service and great customer support.

To deliver the best customer experience, RISE works with Pathfinders; we maintain a benchmark installation time for business clients and operate GetaFIX, the largest Internet exchange in the Philippines, and Open Access Network, a Fiber as a Service offering. We foster a performance-based culture with regular check-ins and quarterly performance reviews, promote work-life balance, and sponsor work-related training and conferences.

Be part of a growing mission-oriented business that rewards with a supportive environment, competitive salary, and a compensation package that includes HMO for you and your family. Flex time is offered for some roles and teammates help you develop your skills and responsibilities.

The Technical Phone Support Specialist will provide excellent customer service and basic technical assistance to end clients experiencing internet service issues. The ideal candidate will have effective communication abilities and a customer-first approach to basic troubleshooting and proper endorsement to Network Engineers.

Duties and responsibilities

• Serve as Level 1 support, answering inbound customer calls and providing basic technical assistance for troubleshooting service issues (e.g., device status checks, fiber break identification, basic troubleshooting steps, network issue awareness, and circuit information).
• Identify connectivity problems reported by the customer and capture it completely to be transferred to Network Engineers for in-depth troubleshooting or Field Engineers for fiber restoration
• Document customer interactions, issue resolutions (if applicable), and follow-up steps accurately in the ticketing system.
• Perform outbound calls to clients if needed to provide updates on the status of their reported issues
• Endorse and escalate complex issues to Network Engineers
• Maintain professional and courteous communication with customers at all times
• Ensure timely follow-ups on unresolved issues to enhance customer satisfaction

Qualifications:

• At least 6 months to 1 year of experience in technical support, helpdesk, or customer service
• A strong drive for career growth and development
• Excellent verbal and written communication skills to interact effectively with customers
• Problem-solving and critical-thinking abilities to diagnose and troubleshoot issues efficiently
• Ability to multitask and adapt in a fast-paced support environment while maintaining accuracy and professionalism
• Flexible and available for shifting schedule

Hiring Process

Our team recognizes the importance of your candidacy and aims to provide a timely, efficient, and direct experience. Your application will be carefully reviewed and processed promptly.

Privacy Statement

RISE is committed to protecting your personal information. Your information may be collected, used and shared with third party service providers to support the recruitment process. Information will be held only as long as necessary and handled in accordance with applicable data privacy laws and our privacy policy available at the RISE Privacy Policy. By applying, you acknowledge that you have read the policy and understand your rights to access, correct or withdraw your information.