Technical Help Desk (Telco) - Cebu City

We're looking for a Technical Help Desk to join a pioneering Telecommunications voice account in Cebu, handling inbound voice calls related to internet service issues and ensure timely restoration through remote troubleshooting or coordinated field support, while meeting defined service levels and customer experience targets.

Job Responsibilities

• Manage inbound customer calls concerning broadband, fiber, and internet connectivity problems.
• Promote and recommend telecom plans through cross-selling and upselling during customer interactions.
• Identify and diagnose issues such as no connectivity, slow speeds, intermittent disconnections, and device malfunctions.
• Conduct remote troubleshooting tasks including modem/ONT resets, profile refreshes, and configuration verifications.
• Assist customers with basic physical inspections and guide them through device reboot procedures.
• Log, update, and close trouble tickets using CRM and ticketing platforms.
• Escalate unresolved problems to field engineers or the NOC, providing precise fault diagnostics.
• Collaborate with internal departments to ensure compliance with repair SLAs and turnaround times.
• Communicate clear resolution updates and manage customers’ expectations effectively.
• Uphold high standards in call quality, accurate documentation, and regulatory compliance.

Requirements

• Must be a College Graduate / Vocational Graduate of IT, Electronics, Telecommunications, or any related course
• Must have at least 2 years of voice Telecom ISP repair and troubleshooting experience
• Fundamental knowledge of TCP/IP, DNS, and LAN/WAN concepts
• Familiarity with broadband, fiber optics, modems, routers, and ONT devices
• Capability to analyze diagnostic tools, alarms, and line parameters
• Proficient in spoken and written English
• Amenable to work on graveyard shift and shifting schedule
• Willing to work fully onsite in Cebu

Benefits

• Free HMO
• Free Dependents
• Night Differential
• Program Incentives

Please note that this is contingent to the final company or account you'll be profiled to.