Pioneer Technical Support Team (Telco) - Singapore

Level 1 Technical Support for Fibre Broadband Support

GENERAL RESPONSIBILITIES:

• Supporting Fibre Broadband Support across both consumer and business consumers
• Provide first level technical support to help customers resolve problems related to Internet access (via broadband, wifi), Operating Systems, email clients; cabling, router setup and others
• To handle enquiries on the client's product and services in a timely and professional manner, ensuring that accurate information and advice are given to customers at all times
• Monitor and respond quickly and effectively to requests received; Ability to identify and
  organize tickets according to priority and forward tickets to engineers and techs
• Respond and follow up promptly on all customer requests via emails and provide timely
  responses to enhance quality customer experience
• Collect and channel feedback on customer issues, processes and service enhancement to
• Management as an ongoing process for striving for service excellence
• To provide statistics and information on the nature of calls and the customers’ issues,
  especially when there are new promotions and product launches
• To ensure that all the Key Performance Indicators for the section and the department are
  met
• Stay current with system information, changes and updates and research questions using
  available information resources
• Able to react to change productively and handle other essential task as assigned

 

POSITION REQUIREMENTS:

• Bachelor’s Degree/Diploma from accredited tertiary institutions, preferably in the fields of Information Technology, Networking, Computer Studies or equivalent
• At least 1 to 2 years of working experience in Fibre Broadband Support
• Strong written and verbal communication skills with good customer service orientation
• Enjoy working in dynamic environment and is adaptable to changes
• Proficient in English to liaise with customers
• Must be able to adapt well to a fast-paced working environment, with good planning and
  organization skills and high stress tolerance
• Work well with a team and is able to interact with different types of people (clients /
  employees)
• Able to perform rotating shift duties with rostered off days
• Ability to work in a shifting schedule in Taguig City

We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.

Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.

At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.