Telco NBN Support - Gaming Account (Permanent Work From Home Setup)

The Service Assurance role will be responsible in consistently delivering high quality and seamless service to customers through first call resolutions and ticket resolution within agreed SLA’s. Utilizing the tools available to manage customer contact and service customer account requirements.

• Ticket management and services troubleshooting for escalated consumer service faults.
• Ensuring incidents and requests are reported, logged, and resolved in line with SLA's
• Responding to internal and external fault ticket updates and liaising with end user and carrier to resolve faults
• Troubleshooting access technologies such as ADSL2, FTTx , fixed wireless and other technologies that the business may provide access to customers
• Resolve, or assist in the resolution of customer issues, through effective questioning, and conflict management, and using the correct the client’s system, assurance policies and procedures
• Ensure a high level of Client service and satisfaction is achieved through the technical support trouble shooting process, end to end
• Troubleshoot, document, and refine internal processes, including creating and/or maintaining articles for the Knowledge Base.
• To provide exceptional customer service in every customer interaction (voice, chat, social media, email) with the ultimate aim of providing first call resolution.
• Act as escalation support for the frontline Customer Service Representatives for all customer escalated enquiries or complaints.
• Support the team in the identification of and action on potential selling opportunities to generate revenue, whilst providing suitable solutions to customers’ requirements.

• At least two (2) years of experience in technical support
• Preferrable with Telco account experience
• Gamer/gaming account experience is good to have
• Contribute to a harmonious working environment and build good working relationships while adhering to policies and procedures
• Self-starter and has keen attention to details
• Excellent persuasion and oral communication skills and Demonstrate commitment in upholding core values and behavioral standards
• Excellent customer service, problem solving and analytical skills
• Ability to be flexible, adaptable and work in fast-paced environment
• Strong command of the English language, both oral and written
• This is for a morning shift schedule.
• This is a permanent work from home setup.

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.