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Technical Phone Support Specialist
RISE - Internet Service Provider in the Philippines. Serve as a Level 1 support to end clients answering inbound customer calls and provide basic technical assistance for troubleshooting or identifying service issues.
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
- Flex time offered for some roles
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical supporttroubleshootingnetwork issuesfiber break identificationdevice status checkingticketing system documentationissue resolutioncustomer interactionoutbound callingescalation procedures
Soft Skills
customer experiencecommunication skillsproblem-solvingcritical thinkingmultitaskingadaptabilityprofessionalismcourtesyfollow-updrive for career growth