Posted 1 month ago

Technical Phone Support Specialist

Cebu CityOn-siteFull-time

AI Summary

Provides Level 1 technical support to end clients, performing basic troubleshooting for internet services and escalating complex issues to Network Engineers.

About this role

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.

Skills

Basic Network DiagnosticsCommunication (verbal And Written)Connectivity IssuesCustomer SupportDevice Status ChecksEndorsement To EngineersFiber Break IdentificationFollow-up CoordinationInbound/outbound Customer CallsIssue DocumentationMultitaskingPrioritizationTicketing SystemTroubleshooting