Technical Support Representative

4 weeks ago

Pasig, Philippines Asiatel Outsourcing Full time

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We’re looking for Technical Support Representatives to join our support team for our Netherlands-based partner in the global telecommunications industry. This role involves assisting customers via email, chat, and occasional calls, resolving technical concerns, and ensuring accurate ticket documentation.

About the Role

You will handle and resolve customer queries related to telecommunications services such as Voice, SMS, and VoIP. Your focus will be on efficient communication, proper ticket creation, and timely escalation to ensure smooth resolution of technical issues.

Job Key Responsibilities
  • Respond to customer inquiries through email, chat, and limited voice calls .
  • Create and update trouble tickets with complete and accurate details for every case handled.
  • Perform initial checks and troubleshooting based on provided guidelines.
  • Escalate issues to higher-level support teams when necessary, ensuring clear documentation of findings.
  • Provide customers with timely updates and resolutions within SLA.
  • Track and follow up on open tickets until completion.
  • Coordinate with internal teams to ensure smooth handling of customer issues.
  • Maintain accurate logs and contribute to the knowledge base for recurring concerns.
Qualifications
  • Degree, diploma, or vocational background in Electronics, IT, Computer/Telecommunications, or related field preferred.
  • Basic understanding or exposure to VoIP and telecommunications is a plus.
  • Strong attention to detail, especially in ticket creation and management .
  • Excellent written and spoken English communication skills.
  • Ability to multitask between different communication channels.
  • Customer-focused mindset with patience and professionalism.
  • Tech-savvy and adaptable to new tools and processes.
  • Willing to work on shifting schedules and onsite at Ortigas Center, Pasig .
Compensation & Benefits
  • Transportation Allowance
  • Rice & Medical Allowance
  • HMO after 1 month
  • Early Regularization & Annual Performance Review
  • Paid holidays, vacation leave, and company events
  • Paid training & professional development
  • Great office environment
  • All government-mandated benefits (SSS, PhilHealth, Pag-IBIG, 13th Month Pay)
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