Technical Phone Support Specialist

4 days ago

Cebu City, Central Visayas, Philippines RISE Full time

The RISE mission is to Accelerate Internet for the Philippines - we do this by focusing on the overall customer experience; providing excellent internet services while creating a positive impact on our partners and their industries.

From very 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, to name a few. Nonetheless, they all have one thing in common: they require high-quality service and great customer support.

To deliver the best customer experience, RISE works exclusively with technical services company Pathfinders, through which we maintain our benchmark average of 1.8 weeks installation time for business clients. Together, we operate GetaFIX, the biggest Internet eXchange in the Philippines that helps the efficiency of content and connectivity in the country. We also operate Open Access Network, a Fiber as a Service offering that helps reduce complexity for developers and telecommunication companies while increasing customer satisfaction.

Throughout the group, we foster a performance-based culture, where team members are encouraged to take ownership and exceed expectations for their projects. We practice transparency by conducting regular check-ins and quarterly performance reviews, which helps us achieve goals and continuously advance together. We promote work-life balance and have team activities, such as monthly get-togethers to celebrate our wins, and sponsor work-related training and conferences.

Be part of a growing mission-oriented business that requires new leaders who are proficient, proactive, and direct. Be rewarded with great colleagues, a supportive environment, a competitive salary, and a compensation package that includes HMO for you and your family. Flex time is offered for some roles and your teammates will be there to help as you further hone your skills and accomplish responsibilities. Make a difference and grow with us.

The Technical Phone Support Specialist will provide excellent customer service and basic technical assistance to our end clients experiencing issues with internet services. 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 a 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.

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