Level 1 Technical Support Representative

Revolutionizing Connections, Delivering Super Experiences

Our client is Australia's innovative telecommunications and internet service provider, redefining the digital experience with cutting-edge solutions. More than just a utility, they combine technology and exceptional service to create seamless internet experiences for consumers, businesses, and wholesale partners. With a dynamic culture and a commitment to solving customer challenges, our client delivers game-changing connectivity that excites and empowers users. Joining their team means being part of a movement that's making the internet truly super.

Job Description

As a Technical Support Representative, you will troubleshoot, support, and guide customers through internet and voice service issues. Using advanced web-based tools and industry expertise, you'll provide top-tier assistance through multiple communication channels while documenting and addressing inquiries with precision and compliance.

• PHP25K Signing Bonus: Applicable if you have at least 1 year of telco campaign experience.
  
• Total PHP900 GCash Incentive for completing onsite applications:
  

• PHP300 Travel Bonus (regardless of results).
  
• PHP300 for a successful client interview.
  
• PHP300 for completing assessments.
  

Your Daily Tasks

• Perform service qualification checks using advanced web-based applications.
  
• Troubleshoot internet and voice service issues, applying knowledge of telecommunication technologies such as FTTN/X, FTTP/H, FTTC, FTTB, HFC, Fixed Wireless, Mobile 3G/4G LTE, home wireless broadband, ADSL, PSTN, and VoIP.
  
• Communicate with customers via inbound and outbound calls, chat, and email channels.
  
• Assist new clients with internet setup, offering expert suggestions and creating a positive first impression.
  
• Research customer inquiries using the provided knowledge base and deliver timely, accurate responses.
  
• Document customer needs, questions, interactions, and feedback in the appropriate CRM or tracking systems.
  
• Adhere to Australian telecom regulatory and compliance standards when assisting end users.
  

Requirements

The Qualifications We Seek

• At least 1year of BPO TSR experience in an Australian Telecommunications campaign(highly preferred).
  
• Experience in Broadband or Telecommunications campaigns (e.g., US, UK, CA) is also accepted.
  
• Familiarity with live web-chat support is a plus.
  
• Excellent written and verbal communication skills.
  
• Basic knowledge of computer networking, including networking theories, concepts, and troubleshooting.
  
• Completed a Bachelor's degree or currently enrolled as a college undergraduate.
  
• Understanding of email systems, common email clients, and smartphone email configuration.
  
• Ability to multitask effectively and work extended hours when necessary.
  

Benefits

Exciting Perks Await!

• PHP25K signing bonus if you have at least 1 year telco campaign experience
  
• PHP900 worth of Gcash when you complete your recruitment process onsite (PHP300 travel bonus regardless of results + PHP300 for successful client interview+ PHP300 for completed assessments)
  
• HMO coverage with free dependent upon regularization
  
• Competitive Salary Package
  
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
  
• Day shift schedule
  
• Fixed weekends off
  
• Unlimited upskilling through Emapta Academy courses (Want to know more Visit )
  
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
  
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
  
• Unlimited opportunities for employee referral incentives across the organization
  
• Standard government and Emapta benefits
  
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
  
• Fun engagement activities for employees
  
• Mentorship and exposure to global leaders and teams
  
• Career growth opportunities
  
• Diverse and supportive work environment
  

Welcome to Emapta Philippines!

Discover a world of possibilities at Emapta, where your career takes flight through stability and growth. Thrive in a collaborative, innovative, and supportive culture while enjoying competitive compensation and global opportunities. With a proven track record and a network of international clients, Emapta offers a solid foundation for your professional journey.

#EmaptaExperience