Technical Phone Support Specialist

Join to apply for the Technical Phone Support Specialist role at RISE Internet .

Overview

RISE's mission is to Accelerate Internet for the Philippines. We focus on the overall customer experience by delivering excellent internet services while creating a positive impact on our partners and their industries.

From humble beginnings and with a desire to carry out our mission, we have grown to serve business and wholesale customers in Cebu, Manila, and Davao. Our business customers come from varying industries, such as real estate, IT, and business process outsourcing, all of whom require high-quality service and great customer support.

To deliver the best customer experience, RISE works with Pathfinders as a technical services partner, maintaining an industry-leading average installation time of 1.8 weeks for business clients. We operate GetaFIX, the biggest Internet eXchange in the Philippines, and Open Access Network, a Fiber-as-a-Service offering that helps reduce complexity for developers and telecoms while increasing customer satisfaction.

Throughout the group, we foster a performance-based culture where team members are encouraged to take ownership and exceed expectations. We promote transparency with regular check-ins and quarterly performance reviews to help us achieve goals and advance together. We support work-life balance through team activities, monthly get-togethers, and sponsorship of work-related training and conferences.

Join a growing mission-oriented business that rewards great colleagues, a supportive environment, a competitive salary, and a compensation package that includes health coverage for you and your family. Flex time is available for some roles, and teammates help you hone your skills and accomplish responsibilities.

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 them 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 we want to ensure that your application receives the attention it deserves. We aim to give our applicants a good experience by being timely, efficient, and direct. Rest assured that your application will be carefully reviewed and processed promptly.

Privacy Statement

RISE is committed to protecting your personal information. Your information will be collected, used and may be shared by RISE with third party service providers to serve lawful purposes, for RISE recruitment process, including processing of data by third party when required. Your information shall be held only as long as necessary to achieve the purpose for which it is collected. The use and transfer of your information will be strictly in accordance with the applicable data privacy law and in line with our privacy policy available at RISE Privacy Policy. Further, by clicking Apply, you agree and acknowledge that you have read RISE’s privacy policy and fully understand your rights to access, correct or withdraw your information anytime.

Seniority level

• Not Applicable

Employment type

• Full-time

Job function

• Information Technology

Industries

• Telecommunications

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