DE033238-Technical Support Analyst

---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 Analyst WORK SETUP: Return to Office RESPONSIBILITIES: • Handle inbound T1/T2 technical support contacts for residential fiber internet customers transferred from the automated contact layer, covering remote diagnostics, fault resolution, and device troubleshooting. • Conduct structured remote diagnostics across fiber connectivity, CPE devices, and access layer components to identify fault root causes and achieve first-contact resolution wherever possible. • Coordinate field dispatch for cases that cannot be resolved remotely, ensuring accurate fault documentation and diagnostic findings are communicated to the field team. • Escalate advanced technical faults to T3 analysts with structured diagnostic context, clearly documenting steps already taken and observations made. • Manage all case documentation in the technical support management system, recording diagnostic steps, resolution outcomes, and escalation details accurately. • Communicate technical findings and resolution steps clearly to customers in non-technical language throughout the interaction. • Adhere to all data privacy, confidentiality, and regulatory compliance requirements on every interaction. • Meet workstream SLAs, KPIs, and quality targets as defined by the engagement. OTHERS: Project Shift Schedule: Rotation Project Rest Day: Rotation Project/Team Location: Mandaluyong, Robinsons Cybergate Tower 2SKILL AND QUALIFICATIONS: • Technical support experience from international telco accounts

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