DE033197-Customer Service Associate

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POSITION TITLE: Customer Service Associate

WORK SETUP: Return to Office

OVERALL PURPOSE:

The Technical Support Representative is responsible for identifying, diagnosing, and resolving customer issues across multiple channels while ensuring accurate documentation, proper escalation, and timely closure.

RESPONSIBILITIES:

• Provide end-to-end support for customer issues, incidents, and service requests across voice, chat, email, and other digital channels
• Accurately diagnose and resolve customer concerns by following defined troubleshooting procedures and using appropriate tools and systems
• Ensure all interactions and incidents are properly logged, documented, tracked, and closed within agreed SLAs
• Perform proactive follow-ups and provide clear updates to ensure resolution and customer satisfaction
• Escalate complex or unresolved issues to the appropriate teams while maintaining ownership
• Troubleshoot issues related to:
• CLI / Voice Numbers (caller ID, routing, provisioning)
• Hosted PBX / VoIP (call quality, extensions, call flows)
• Broadband (connectivity, speed, stability issues)
• Analyze service issues such as latency, outages, call failures, and configuration errors
• Provide clear, simple explanations and self-help guidance to customers
• Support service provisioning, activation, and configuration activities for voice and broadband services
• Assist in customer activations, including validation and testing of configured services
• Make necessary configuration adjustments to ensure successful service delivery and acceptance testing
• Maintain accurate system updates and documentation for all service-related activities
• Apply working knowledge of telecom/network concepts such as but not limited to:
• IP addressing, VLAN, and port assignments
• Network layouts and configurations
• Support engineering and provisioning teams in tasks such as but not limited to:
• Understanding project requirements
• Preparing pre-engineering checklists
• Assisting in installation and service implementation activities
• Ensure accurate recording of network builds and updates in centralized systems
• Adhere to all authentication, security, quality, and compliance standards
• Ensure proper and secure handling of customer and network-related data
• Maintain detailed and accurate documentation of all troubleshooting steps, resolutions, and configurations
• Identify and report system or application issues and contribute to process improvements
• Demonstrate strong ownership, accountability, and attention to detail in all tasks
• Meet or exceed performance metrics such as CSAT, QA, FCR, and productivity targets
• Continuously improve technical and customer handling skills through training, coaching, and feedback
• Proactively identify opportunities to improve processes, call flows, and escalation handling
• Exhibit professionalism, empathy, and effective communication in all customer interactions
• Maintain a strong understanding of customer business needs and service impact
• Collaborate with internal teams, stakeholders, and support groups to resolve issues efficiently
• Contribute to a positive team environment through knowledge sharing and support for peers

OTHERS:

Project Shift Schedule: Rotation

Project Rest Day: Rotation

Project/Team Location: Taguig Uptown Bonifacio Tower 2SKILL AND QUALIFICATIONS:

• At least 6 months of relevant experience

• Open to any technical support account (not limited to voice or broadband services)

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services-creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us atwww.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.