We are seeking an L1 Technical Support Agent with a strong background in telecommunications, mobile hardware, U-verse, and home internet services. The ideal candidate will be customer-focused and experienced in troubleshooting technical issues, managing support tickets, and providing excellent end-user support. Familiarity with Unix/Linux systems and Command-Line Interface (CLI) operations is a plus.
Benefits and Compensation:
Php 30,000 – Php 40,000 (based on experience and qualifications)
Permanent Work-From-Home position
Quarterly Performance Bonus
Health Allowance
Paid Time Off
Key Responsibilities:
Technical Troubleshooting:
Support users by identifying and resolving issues related to home internet, U-verse, and mobile hardware. Basic understanding of Unix-based systems and CLI tools is a plus.
Customer Support:
Provide responsive and clear support via chat or email. Walk users through step-by-step solutions while maintaining a high level of customer satisfaction.
Ticket Management:
Create, update, and resolve support tickets according to internal processes and SLAs. Maintain detailed documentation and prioritize issues effectively.
Collaboration & Escalation:
Collaborate with cross-functional teams (Engineering, Product, Operations) to escalate complex issues. Provide helpful frontline insights to improve service and support processes.
Working Hours:
Must be available to work full-time hours and coordinate effectively with distributed teams.
The successful candidate will be required to work in the Pacific Standard Time (PST) zone.
Qualifications:
1–2 years of experience in technical support, preferably in telecom, ISP, or mobile device environments
Familiarity with U-verse, routers/modems, and mobile hardware troubleshooting
Basic to intermediate knowledge of Unix/Linux systems and CLI commands
Experience with ticketing platforms (e.g., Zendesk, ServiceNow, Salesforce)
Strong written and verbal communication skills
Ability to multitask and work in a fast-paced, customer-centric environment
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