Become the Trusted Expert Behind Every Customer Connection
Behind every reliable internet connection is a technical expert who knows how to solve problems quickly and confidently. As a Technical Support Representative, you'll support home broadband customers by diagnosing connectivity issues, restoring essential services, and delivering exceptional customer experiences. This is an opportunity for experienced telecommunications professionals with strong troubleshooting expertise to build a long-term global career through Emapta while collaborating with a globally recognized organization that delivers essential connectivity solutions and offers long-term career growth.
Snapshot
Employment Type: Full-time
Work Setup: Onsite, Ortigas
Salary: Up to PHP 30,000
Shift: Day Shift, Consecutive Off
Benefits
- Competitive Salary Package
- Day Shift schedule
- HMO coverage with free dependent upon regularization
- Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
- Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
- Unlimited upskilling through Emapta Academy courses (Want to know more Visit: https://emapta.com/training-calendar/)
- 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
Qualifications
- Bachelor's degree graduate or college undergraduate
- Minimum of 2 years of blended Technical Support Representative experience supporting home broadband, internet, or telecommunications services
- Strong telecommunications troubleshooting skills covering broadband connectivity, routers, modems, Wi-Fi, network, and internet-related issues
- Excellent written and verbal English communication skills
- Willing and able to work onsite
- Experience supporting an Australian telecommunications campaign is highly preferred
- Exposure to US, UK, or Canadian telecommunications accounts is an advantage
- Basic knowledge of computer networking concepts, connectivity principles, and troubleshooting procedures
- Familiarity with email platforms, common email clients, and smartphone email configuration
- Experience providing blended voice, email, and live chat support
- Ability to manage multiple priorities while maintaining accuracy and meeting service-level expectations
Responsibilities
- Assess service availability and customer eligibility using specialized online qualification tools
- Diagnose and resolve internet connectivity, broadband, and voice service concerns
- Support customers across multiple telecommunications technologies, including FTTN/X, FTTP/H, FTTC, FTTB, HFC, Fixed Wireless, Mobile 3G/4G LTE, Home Wireless Broadband, ADSL, PSTN, and VoIP
- Manage customer interactions through inbound and outbound calls, live chat, and email
- Guide new customers through internet installation, activation, and initial setup while recommending suitable solutions
- Deliver a professional, helpful, and customer-focused experience from the first point of contact
- Refer to internal knowledge resources and troubleshooting guides to provide accurate and consistent resolutions
- Address customer questions and service concerns promptly, clearly, and accurately
- Capture customer requirements, case details, and interaction outcomes in the designated CRM or tracking platform
- Log customer feedback, recommendations, and recurring concerns to support ongoing service enhancements
- Follow all applicable telecommunications regulations, compliance standards, and internal operating procedures.
Join the Top 1% Talent. A better career. A better life.
Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.
Apply now and experience the difference!
