Technical Support Representative

Troubleshoot, Solve, and Enhance Every Customer's Internet Experience

Be the voice behind seamless connections in the fast-paced world of telecommunications. Diagnose network glitches, fine-tune internet experiences, and deliver exceptional customer support-while keeping your life in perfect bandwidth. This is your chance to expand technical expertise, solve complex digital puzzles, and grow a career that's as connected to your future as it is to your personal time.

What You'll Do

Be part of our client's team as a Technical Support Representative, where you troubleshoot internet and voice services, assist new clients with setup, provide expert guidance, and communicate across calls, chat, and email. You will research solutions, document interactions, and ensure compliance while delivering a seamless customer experience.

Role Snapshot

Employment Type: Full-time

Shift: Day Shift (Rotating Shift- AU time zone), Weekends Off

Work Setup: Onsite, Ortigas

What's In It for You

• Competitive Salary Package
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• HMO coverage with free dependent upon regularization
• Fixed weekends off
• 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
• 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 to be used on your own discretion (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

What We're Looking For

• Minimum of 1 to 2 years BPO Technical Support Representative experience in an Australian Telecommunications campaign (highly preferred)
• Experience in Broadband or Telecommunications campaigns (US, UK, or CA) is also accepted
• Experience in Customer Service campaigns is considered
• Experience in live web-chat support is an advantage
• Excellent written and verbal communication skills
• Basic knowledge of computer networking concepts, theories, and troubleshooting
• Bachelor's degree holder or college undergraduate
• Working knowledge of email systems, common email clients, and smartphone email configuration
• Strong ability to multitask and work extended hours

What You'll Be Handling

• Perform various service qualification checks using advanced web-based applications
• Troubleshoot internet and voice service issues, applying basic knowledge of telecommunications technologies such as FTTN/X, FTTP/H, FTTC, FTTB, HFC, Fixed Wireless, Mobile 3G/4G LTE, home wireless broadband, ADSL, PSTN, and VoIP
• Communicate with customers through inbound calls, outbound calls, chat, and email channels
• Assist new clients with their internet setup, provide expert recommendations, and deliver a positive first impression
• Use the provided knowledge base to research answers to customer inquiries and respond with timely, accurate information
• Document customer needs, questions, interactions, and suggestions in the appropriate CRM, tools, or tracking systems
• Comply with Australian telecommunications regulatory and compliance requirements when providing end-user assistance

About the Client

Our client is a dynamic telecommunications leader delivering high-speed internet, mobile services, and managed network solutions across consumer, business, and wholesale markets. They operate their own extensive fiber-optic infrastructure, ensuring reliable connectivity and innovative solutions. Recognized for award-winning products and rapid revenue growth, they combine cutting-edge technology, customer-first service, and a collaborative culture that drives excellence and innovation.

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