Technical Support Tier 1

Connecting People, One Solution at a Time

Be the voice that turns technical frustrations into smooth resolutions, providing reliable and friendly support to customers while mastering cutting-edge telecommunication tools. Grow your career in the telecommunications industry with international exposure, the chance to make your mark, and the opportunity to build a lasting legacy. Enjoy a supportive environment that values your personal time as much as your professional growth.

Job Description

As a Technical Support Tier 1, you will be the first point of contact for customer inquiries, diagnosing and resolving technical issues related to NBN, VoIP, Mobile, and IPTV services. You'll guide customers with clarity, create escalation tickets when necessary, and ensure service quality while meeting performance targets.

Job Overview

Employment type: Full-time

Shift: Day shift

Work setup: Onsite, Ortigas

Exciting Perks Await

• Competitive Salary Package
• HMO coverage with free dependent upon regularization
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Day shift schedule
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (VIsit )
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

• 2-3 years of relevant experience
• Proven ability to manage large workloads, prioritize, and take ownership
• Excellent troubleshooting and problem-solving skills
• Help desk/technical troubleshooting experience preferred
• Customer service experience highly regarded
• Understanding of Networking, VoIP, SIP, IP telephony, and internet networking (NBN knowledge desirable)
• Excellent oral and written communication skills
• Collaborative team player with a 'can-do' attitude
• Motivated, enthusiastic, and eager to learn
• Ability to clearly communicate to customers with minimal technical literacy
• High attention to detail and accuracy
• Ability to resolve issues and remain calm under pressure
• High personal commitment and accountability
• Self-directed and motivated
• Strong interpersonal and written communication skills

Your Daily Tasks

• Take inbound support calls & emails to troubleshoot NBN, VoIP, Mobile, and IPTV issues
• Create technical escalation tickets for unresolved issues
• Perform phone diagnostics (VOIP, SIP, Internet fault logging, NBN, Mobile phones)
• Guide customers through their issues without technical jargon
• Remotely configure network, modem, and VOIP phone options
• Prioritize issues and resolve the root cause at first instance
• Adhere to privacy & security requirements for verification and data handling
• Meet KPIs including availability, call handling time, schedule adherence, and sales targets
• Liaise with network providers

About the Client

Our client is a dynamic telecommunications company dedicated to providing reliable internet, VoIP, mobile, and IPTV services to customers across Australia. Through cutting-edge technology and a customer-first approach, they ensure seamless connectivity and exceptional service experiences. Their mission is to keep people connected, informed, and empowered in a digital-first world.

Welcome to Emapta Philippines

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra