Customer Support Representative (FWTCSR)

The CSR Tier 1 is the first point of contact for SimpliFiber customers. This role is responsible for delivering fast accurate and friendly support across phone email chat and ticketing systems.

Tier 1 Representatives handle common questions and basic troubleshooting related to fiber internet service billing and account management while ensuring a positive customer experience. This role plays a critical part in building customer trust and maintaining high satisfaction levels.

Key Responsibilities:

• Handle inbound customer support via phone chat email and ticketing tools
  
• Troubleshoot basic connectivity/Wi-Fi/service issues using scripts and tools
  
• Support account billing service changes and general inquiries
  
• Document interactions troubleshooting steps and resolutions accurately
  
• Provide empathetic solution-focused customer experience and educate users on services/equipment
  
• Escalate complex issues to Tier 2/Team Leads following procedures
  
• Meet performance KPIs (FCR AHT CSAT ticket accuracy/resolution time)
  
• Follow support playbooks quality standards and attend coaching/training sessions
  
• Collaborate with the team and share recurring issue trends and feedback
  
• Stay updated on outages product updates and process changes
  

Requirements

• 6 months1 year experience in customer service call center or technical support (or equivalent customer-facing experience)
  
• Strong verbal and written communication skills
  
• Ability to troubleshoot basic technical issues using provided tools and documentation
  
• Comfort working with ticketing systems and CRM tools
  
• Strong attention to detail and documentation accuracy
  
• Ability to multitask and manage time effectively in a fast-paced environment
  
• Flexibility to work rotating shifts as per business requirements
  

Benefits

• Full government-mandated benefits: SSS PhilHealth and Pag-IBIG
  
• Additional Pay: Night differential pay and holiday compensation
  
• 13th-month pay bonus
  
• Free HMO coverage with 1 free dependent upon regularization
  
• Paid leave entitlements upon regularization
  
• Accident insurance for added peace of mind
  
• Quarterly Perfect Attendance Incentives
  
• Company-Sponsored Events Team building employee engagement programs and more