Customer Service Associate

---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: Customer Service Associate WORK SETUP: Return to Office OVERALL PURPOSE: The Technical Support Representative is responsible for identifying, diagnosing, and resolving customer issues across multiple channels while ensuring accurate documentation, proper escalation, and timely closure. RESPONSIBILITIES: • Provide end-to-end support for customer issues, incidents, and service requests across voice, chat, email, and other digital channels • Accurately diagnose and resolve customer concerns by following defined troubleshooting procedures and using appropriate tools and systems • Ensure all interactions and incidents are properly logged, documented, tracked, and closed within agreed SLAs • Perform proactive follow-ups and provide clear updates to ensure resolution and customer satisfaction • Escalate complex or unresolved issues to the appropriate teams while maintaining ownership • Troubleshoot issues related to: • CLI / Voice Numbers (caller ID, routing, provisioning) • Hosted PBX / VoIP (call quality, extensions, call flows) • Broadband (connectivity, speed, stability issues) • Analyze service issues such as latency, outages, call failures, and configuration errors • Provide clear, simple explanations and self-help guidance to customers • Support service provisioning, activation, and configuration activities for voice and broadband services • Assist in customer activations, including validation and testing of configured services • Make necessary configuration adjustments to ensure successful service delivery and acceptance testing • Maintain accurate system updates and documentation for all service-related activities • Apply working knowledge of telecom/network concepts such as but not limited to: • IP addressing, VLAN, and port assignments • Network layouts and configurations • Support engineering and provisioning teams in tasks such as but not limited to: • Understanding project requirements • Preparing pre-engineering checklists • Assisting in installation and service implementation activities • Ensure accurate recording of network builds and updates in centralized systems • Adhere to all authentication, security, quality, and compliance standards • Ensure proper and secure handling of customer and network-related data • Maintain detailed and accurate documentation of all troubleshooting steps, resolutions, and configurations • Identify and report system or application issues and contribute to process improvements • Demonstrate strong ownership, accountability, and attention to detail in all tasks • Meet or exceed performance metrics such as CSAT, QA, FCR, and productivity targets • Continuously improve technical and customer handling skills through training, coaching, and feedback • Proactively identify opportunities to improve processes, call flows, and escalation handling • Exhibit professionalism, empathy, and effective communication in all customer interactions • Maintain a strong understanding of customer business needs and service impact • Collaborate with internal teams, stakeholders, and support groups to resolve issues efficiently • Contribute to a positive team environment through knowledge sharing and support for peers OTHERS: Project Shift Schedule: Rotation Project Rest Day: Rotation Project/Team Location: Taguig Uptown Bonifacio Tower 2

SKILL AND QUALIFICATIONS: • At least 6 months of relevant experience • Open to any technical support account (not limited to voice or broadband services)

Taguig

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