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 Level 1 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.

Job Overview

Employment Type: Full-Time

Shift: Monday to Friday; 6:00 AM - 6:00 PM (Shifting coverage)

Work Setup: Onsite, SM Megatower, Ortigas

Perks: Weekends Off, Day Shift

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

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.

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

• 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.
• 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.