Customer Support

The Customer Support & Service Desk Agent is the first point of contact for external customers of Pacific Internet and Acclivis, providing frontline Level 1 support for product enquiries, service requests, and IT-related issues.

1.     Frontline External Customer Support

·       Handle inbound calls, emails, and support tickets from external customers.

·       Provide professional, courteous, and timely responses to customer enquiries.

·       Accurately log, categorise, prioritise, and track incidents and service requests in the ticketing system.

·       Manage customer expectations by clearly communicating next steps and resolution timelines.

2.     Product & Connectivity Support (Pacific Internet – L1)

·       Respond to customer enquiries related to internet connectivity, service availability, and basic product usage.

·       Perform initial checks and validations based on approved SOPs and scripts.

·       Escalat...