Technical Support Representative

Role Purpose & Environment 

Two of Australia’s leading telecommunication companies, Vodafone Hutchison Australia and TPG, have come together to form TPG Telecom Limited. TPG Telecom Limited has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara, AAPT and Felix. TPG Telecom is the second largest telecommunications company listed on the ASX. Combining a mobile network and a fixed line network delivering exceptional performance, TPG Telecom Limited is connecting Australia for the better.  

TPG is Australia’s second largest Internet Service Provider and a leader in the telecommunications industry, having already connected more than 425,000 customers to the NBN so far. For more than 20 years TPG have outshone the rest with award-winning customer service and a passion for doing things differently. 

Responsibilities 

We are a dynamic business; this brings new opportunities for our customers and our people. Being adaptable, managing change and maintaining resilience is key to success for all of us at TPG. Due to the dynamic nature of the business your responsibilities may change over time as the business evolves. 

·        Support our Australian Internet and home phone customers by troubleshooting technical issues with home internet setup, Wi-Fi and speed and resolve technical support queries via telephone  

·        Diagnose and escalate faults

·        Provide excellent customer service

·        Assist customers with Billing concerns as needed

·        Meet and maintain the appropriate key performance indicators and targets.

Job Requirements: 

· 6-12 months Telecommunications BPO/Call Center Experience is preferred. 

· Candidate must possess at least a High School Diploma, Vocational Diploma / Host Certificate; Graduate of any 2 or 4-year course is favorable. 

· 2 years' worth of units/subjects in Computer Science, Computer Engineering or relevant discipline is an advantage. 

· Experience with telecommunications or mobile or computer network account supporting copper, cable or fiber internet technologies is an advantage 

· Excellent customer service attitude 

· Friendly, positive manner and great at establishing rapport with customers 

· Above average English communication skills; Proficiency in English verbal and written skills is a must 

· Process-oriented with attention to detail 

· Positive attitude and willingness to learn and develop new skills 

·  Must be willing to work onsite in Ortigas, Pasig City