Technical Phone Support Specialist

RISE - Internet Service Provider in the Philippines

Technical Phone Support Specialist offering customer support for internet services in the Philippines. Aiming to resolve connectivity issues and enhance customer satisfaction through effective communication.

Posted 5/18/2026full-timeMakati City • 🇵🇭 PhilippinesJuniorWebsite

About the role

Key responsibilities & impact

Serve as a Level 1 support to end clients answering inbound customer calls and provide basic technical assistance for troubleshooting or identifying service issues.
Perform basic troubleshooting (such as Checking Device Status, Fiber Break Identification, Basic Troubleshooting Steps, Awareness of Network issues, 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.
Ensure excellent customer experience and satisfaction.
Maintain professional and courteous communication with customers at all times.
Ensure timely follow-ups on unresolved issues to enhance customer satisfaction.

Requirements

What you’ll need

6 months to 1 year of technical support, helpdesk, or customer service experience
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.

Benefits

Comp & perks

HMO for you and your family
Competitive salary
Flex time for some roles
Supportive environment

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supporttroubleshootingnetwork issuesfiber break identificationdevice status checkingissue resolutionticketing system documentation

Soft Skills

customer servicecommunicationproblem-solvingcritical thinkingmultitaskingadaptabilityprofessionalismcustomer satisfaction