Job Description
Are you a tech-savvy problem-solver with a passion for helping people? Movate is actively seeking a dedicated and experienced Customer Support Representative with essential ISP technical expertise to join our dynamic team in Taguig City, Metro Manila. This is a crucial role where you'll be the frontline hero for users of a leading communication platform, ensuring their connectivity and service experience are seamless.
At Movate, we believe in empowering our employees to deliver exceptional service. We're looking for individuals who don't just answer questions but truly diagnose and resolve technical challenges. Your hands-on experience in Internet Service Provider (ISP) technical support will be invaluable as you guide customers through troubleshooting, explain complex solutions in easy-to-understand terms, and contribute to a high level of customer satisfaction. If you thrive in a fast-paced environment and are ready to make a tangible impact, this opportunity is for you!
Join a company that values your technical skills and commitment to excellence. We offer a competitive salary, a supportive work environment, and opportunities for professional growth. If you're ready to take your ISP technical support career to the next level, Movate wants to hear from you!
Responsibilities
- Provide first-level technical support for internet services, connectivity issues, and communication platform features.
- Diagnose and resolve a wide range of technical problems related to broadband, Wi-Fi, modems, routers, and other network equipment.
- Guide customers through systematic troubleshooting steps via phone, chat, and email.
- Effectively communicate complex technical information to non-technical users in a clear and concise manner.
- Accurately document all customer interactions, technical issues, and resolutions in the CRM system.
- Escalate complex or unresolved issues to appropriate internal teams while ensuring proper follow-up.
- Stay updated on product knowledge, service updates, and common technical issues to provide informed support.
- Maintain a high level of customer satisfaction through professional and empathetic service delivery.
Qualifications
- Proven hands-on technical support experience (minimum 1-2 years) specifically within an ISP or telecommunications environment is a MUST.
- Solid understanding of networking fundamentals, including TCP/IP, Wi-Fi protocols, LAN/WAN, and common home networking devices.
- Exceptional verbal and written communication skills in English, with the ability to explain technical concepts clearly.
- Strong problem-solving and analytical skills, with a systematic approach to troubleshooting.
- Customer-focused mindset with a genuine desire to assist and educate users.
- Proficiency in using CRM software and other technical support tools.
- Ability to work effectively in a fast-paced, call center environment and adapt to shifting schedules.
- High school diploma or equivalent; a technical vocational course or college degree is a plus.