Pioneer Acct | Technical Support | With Php10K SOB T&Cs apply | Clark Pampanga - Tarlac

Be a #KaInfoscion and become an ambassador of our core values - CLIFE+S; Client Value, Leadership by Example, Integrity and Transparency, Fairness, Excellence and Stewardship.

Overview of the role but not limited to:

• Assist customers via calls as the major support channel (channels may also vary depending on the program and business need such as email and chats) and provide appropriate and timely resolution to concerns or queries following organization’s and client's SOPs thereby ensuring customer satisfaction
• Handle customer inquiries related to service issues (Internet and Phone) via phone calls
• Troubleshoot technical problems including, but not limited to; Internet & Wi-Fi connectivity issues, Phone/VoIP concerns
• Utilize multiple systems and diagnostic tools to verify services, isolate issues, and perform repairs
• Provide excellent customer service and professionalism in resolving inquiries
• Accept and apply coaching and feedback to meet individual and team performance goals
• Educate customers and recommend products that enhance or resolve their issues
• Manage escalated concerns and coordinate with internal field support teams when necessary
• Performs research or due diligence to resolve issues, educate clients, and promote client’s products and services; identify and offer new opportunities and solutions to meet customer needs as appropriate.
• Use and navigate multiple online applications with technical proficiency, maintain knowledge of financial/banking products and services and assist customers regarding these services and follow all company policies and procedures, regulatory and legal requirements in execution of the job duties.
• Meet program specific KPIs (Key Performance Indicators) and SLAs (Service Level Agreements) to ensure client satisfaction as part of employee performance evaluation
• Adhere to program specific processes, policies & procedures
• Perform assigned tasks and ad-hocs based on business need

Requirements:

• Graduate of any degree, undergrads are also encouraged to apply with compensatory TSR/BPO experience
• Excellent communication skills and must be fluent in speaking, writing & reading English
• With at least 12 months TSR Experience, preferably broadband internet services from any BPOs
• General knowledge of telecommunications products and services is a plus
• Must have international voice support exposure from any TSR or Service Desk experience
• With no issues and concerns reporting onsite 100%. Candidates who live nearby our offices will have better advantages
• With no issues and concerns working on night shifts, shifting schedules and split offs as necessary, working on holidays and weekends
• Good attention to details and strong problem-solving skills
• Customer-focused, solution oriented and KPI-driven
• Teachable behavior and good business etiquette

• Must be hired for Job Level 2A – TSR (Pioneer Acct)
• Must join on or before September 8, 2025
• Application must be sourced via Jobstreet/LinkedIn/Facebook
• Other terms and conditions apply

We would gladly accept all applications, but we DO NOT offer any roles for a permanent Work-From-Home setup, hybrid work setup, fixed dayshift schedules, fixed working schedules, fixed weekends off or pure non-voice. If any of the outlined instances may happen, this is based on internal business decision with certain requirements.

Our office is located at the Ground Floor, BPO Tech Hub 2, SM Clark, Angeles, Pampanga (across SMX Convention Center)

Schedule: Mondays to Fridays, 12:00 PM – 5:00 PM

This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education. #Infosys #InfosysBPM #KaInfoscion #GreatPlaceToWork #INFYBPMPhilippines #JoinINFYBPMPhilippines #LifeAtINFYBPMPhilippines