Level 1 Technical Support Representative
Level 1 Technical Support Representative
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Salary Not Disclosed
1 Vacancy
Job Description
Revolutionizing Connections Delivering Super Experiences
Our client is Australia s innovative telecommunications and internet service provider redefining the digital experience with cuttingedge 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 gamechanging 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 Level 1 Technical Support Representative you will troubleshoot support and guide customers through internet and voice service issues. Using advanced webbased tools and industry expertise you ll provide toptier assistance through multiple communication channels while documenting and addressing inquiries with precision and compliance.
Job Overview
Shift: Monday to Friday; 6:00 AM 6:00 PM (Shifting coverage)
Work Setup: Onsite Ortigas
Perks: Weekends Off Day Shift
- Perform service qualification checks using advanced webbased 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 1 year 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.
- Customer Service campaign experience is considered an advantage.
- Familiarity with live webchat 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!
- 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
The Qualifications We Seek At least 1 year 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. Customer Service campaign experience is considered an advantage. 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.
Employment Type
Full Time
