Technical Support - AU (Telco)

The Technical Support is in-charge of addressing issues, complaints, and inquiries and resolves it in a timely manner. Customer concerns may involve but is not limited to telephone service, wireless mobile, broadband internet connectivity, billing issues and queries regarding telecommunication products and services.

• Provide exceptional customer service in every customer interaction (voice, chat, social media, email) with the ultimate aim of providing first call resolution
• Maintain an awareness of customer needs and potential service issues through customer contact, including escalated calls, emails and other customer contact channels
• Provide well-rounded, prompt, high-quality, and professional customer service at all times in the engagement with customers
• Work with other support teams as necessary to ensure that customers’ queries are clearly escalated to the correct teams for the required action and follow-up
• Be open to new tasks that may arise due to changing business needs and market/product launches and promotions
• Collect and channel feedback on customer issues, processes and service enhancement to Management as an ongoing process for striving towards service excellence

• Candidate must possess at least an Associate or Bachelor’s/college Degree of any course
• Amenable to take in inbound call to resolve technical support/customer service complaints
• Previous Telco/Broadband customer/client support experience is required
• Experience in Customer Service/Technical Service is required
• Excellent English communication skills (both oral and written)
• Self-motivated person with high learning aptitude, resourcefulness and demonstrating initiative
• May receive training to become a multi-skilled support agent
• Willing to work in BGC even during holidays or weekends in an Early Morning Shift

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.