About the job
Join our dynamic team at Tatu City as a Technical Support Engineer! In this pivotal role, you will deliver high-quality remote technical assistance to our diverse clientele, including residential, business, and enterprise customers facing challenges with internet connectivity, broadband services, and Wi-Fi delivery.
Your expertise will be crucial in diagnosing network-level issues, verifying customer accounts, activating and deactivating services, and providing guidance on basic Customer Premises Equipment (CPE) configurations. Collaborating closely with field technicians and network operations, you will ensure swift resolution of any physical infrastructure problems.
This position demands exceptional diagnostic skills and the ability to maintain composure while assisting frustrated customers during service disruptions or slow speeds.
Key Responsibilities:
- Manage inbound support requests via tickets, calls, or chats related to internet outages, intermittent connectivity, slow speeds, and service activation issues.
- Validate customer account details, subscription plans, and service locations using ISP backend systems.
- Conduct remote diagnostics on network connectivity issues.
- Analyze signal levels and line statuses for DSL, cable, and fiber connections using management tools.
- Examine authentication logs for potential issues.
- Perform ping and traceroute tests while guiding customers through basic troubleshooting steps.
- Identify issues originating from customer equipment or the network infrastructure.
- Escalate complex issues requiring physical intervention to appropriate teams with detailed documentation.
- Process service requests in real-time, including activations, suspensions, and upgrades.
- Report ongoing issues or outages to network operations for prompt resolution.
- Document all interactions in the ticketing system and contribute to the internal knowledge base.
- Meet team KPIs, including first-contact resolution rates and ticket management.
- Participate in shift rotations, including evenings and weekends, as well as on-call duties for critical incidents.

