The Role
Provide Level 1 inbound technical phone support for internet customers: perform basic troubleshooting (device status, fiber issues, circuit info), document tickets, make outbound updates, and escalate complex issues to Network or Field Engineers while ensuring high customer satisfaction.
Summary Generated by Built In
RISE is on a mission to accelerate internet for the Philippines by providing excellent services and high-quality support to our business and wholesale partners. We focus on the efficiency of connectivity through initiatives like GetaFIX and Open Access Network, ensuring we maintain a benchmark for reliability and installation speed. Our culture is built on transparency and ownership, where team members are encouraged to exceed expectations and advance the country’s digital landscape together.
The Technical Phone Support Specialist provides 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 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.
Qualifications
- 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.
Join the mission!
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.
Skills Required
- 6 months to 1 year of technical support, helpdesk, or customer service experience
- Excellent verbal and written communication skills
- Problem-solving and critical-thinking abilities to diagnose and troubleshoot issues
- Ability to multitask and adapt in a fast-paced support environment while maintaining accuracy
- Strong drive for career growth and development
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The Company
What We Do
Our mission is to accelerate internet for the Philippines. RISE provides the best possible internet service experience to customers and works to continually improve our internet service characteristics, including speed, reliability, and overall quality. We focus on providing high-quality, competently supported internet services to enterprise, government, and educational clients. Upgrade to RISE.
