Tier 1 Support Associate | WFH | Night Shift | Weekends Off | Day 1 HMO

Connecting Global Businesses Through Smarter Networks and Reliable IT Support

Every connection matters when global businesses depend on reliable networks. As a Tier 1 Support Associate, you'll resolve connectivity issues, safeguard service continuity, and deliver exceptional technical support for enterprise customers. Through Emapta, gain international exposure, develop specialized IT expertise, and establish a lasting global career among top 1% talent.

Your Career at a Glance

• Employment Type: Full-time
• Shift: Night Shift, Weekends Off
• Work Setup: Work From Home

Exciting Perks Await!

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Night differential pay to maximize your earnings
• Permanent WFH arrangement
• Fixed weekends off
• Fully customized Emapta laptop with peripherals
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

Required Qualifications

• 1 to 3 years of experience in customer support, service desk operations, network operations, or a related technical support role.
• Working knowledge of connectivity and carrier services, including common service faults and their impact on customers.
• Familiarity with ticketing systems and structured technical support workflows.
• Strong analytical, problem-solving, and troubleshooting skills, with keen attention to detail.
• Excellent verbal and written English communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Ability to work independently, prioritize competing tasks, and meet deadlines effectively.

Preferred Qualifications

• Hands-on experience supporting connectivity or carrier services and communicating technical issues to customers.
• Knowledge of fundamental networking concepts, including IP addressing, DNS, DHCP, and circuit types.
• Experience managing support ticket queues against established response and resolution targets.
• Familiarity with outage management and incident communications within a service provider environment.
• Experience delivering customer support through phone, email, and chat channels.

Personal Attributes

• Proactively seek feedback, pursue professional development, and continuously improve performance.
• Demonstrate adaptability, a willingness to learn, and openness to new challenges.
• Uphold integrity, accountability, and company values in all professional interactions.
• Understand business objectives and align daily responsibilities with organizational goals.
• Honor commitments, meet deadlines, and apply lessons learned from challenges.
• Promote collaboration, mutual respect, inclusivity, and a positive team culture.

Team & Communication

• Share accurate, relevant, and timely information to support effective collaboration.
• Communicate professionally and efficiently with customers, colleagues, and cross-functional teams.
• Consider the broader impact of decisions on team performance, departmental objectives, and organizational outcomes.
• Address misunderstandings and resolve conflicts constructively to maintain professional relationships.
• Participate actively in cross-functional initiatives, team discussions, and collaborative activities.

Your Daily Tasks

Customer Support & Issue Triage

• Serve as the first point of contact for customers who report service issues via phone, email, or chat.
• Gather and verify issue details, including affected services, locations, incident onset times, and scope of impact.
• Perform first-level troubleshooting to determine whether an issue affects an individual customer or forms part of a broader service outage.
• Provide timely updates on service status, expected resolution timelines, and issue progress throughout the support process.
• Follow up after service restoration to confirm service stability and customer satisfaction.

Service Management & Documentation

• Log, track, and manage reported issues in the ticketing system, and escalate cases when necessary.
• Maintain accurate and comprehensive records of customer interactions, issue details, and resolution actions.
• Prepare clear and complete escalation handovers to facilitate efficient issue resolution.
• Monitor service outages and advisories, and communicate relevant updates to affected customers.
• Collaborate with team members to enhance first-level support processes and improve service quality.

What Success Looks Like (Within the First 90 Days)

• Independently resolve routine Tier 1 requests, including service status checks, individual customer connectivity issues, and known-issue inquiries.
• Maintain complete, accurate, and well-documented support tickets.
• Demonstrate knowledge of supported services, common fault patterns, and outage identification procedures.
• Meet established Tier 1 first-response and resolution-time targets.
• Escalate complex issues appropriately with complete diagnostic notes and impact assessments.
• Deliver clear outage communications and explain technical information in customer-friendly language.

Performance Measures at 12 Months

• Meet established Tier 1 benchmarks for first-contact resolution and average resolution time.
• Maintain high-quality, accurate, and reusable ticket documentation.
• Achieve strong customer satisfaction scores and minimize repeat customer contacts.
• Demonstrate sound escalation decisions supported by comprehensive diagnostic information.
• Deliver timely, accurate, and professional outage communications.
• Contribute to the knowledge base by documenting recurring technical issues and effective solutions.
• Consistently demonstrate expected professional conduct, teamwork, and communication competencies.

About the Client

Our client is a US-based, vendor-neutral IT consulting and technology solutions provider specializing in enterprise connectivity, networking, cybersecurity, cloud infrastructure, and contact center solutions. They help organizations simplify complex technology decisions through independent advisory services, strategic partnerships, and tailored IT solutions. From network assessment and solution design to implementation and optimization, our client delivers reliable, scalable technology that strengthens business continuity, enhances operational efficiency, and supports digital growth. Their customer-focused approach helps businesses stay connected, secure, and competitive.

Join the Top 1% Talent. A better career. A better life.

Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia's Best Companies to Work For in Asia 2026 for the fifth year in a row and winner of Inspiring Workplaces Australasia 2026, Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.

Apply now and experience the difference!