Your practice track for Technical Support Representative
at Globe Telecom

Philippine-specific tips for this role

• ▸ A common mistake is jumping straight to technical jargon like "APN" or "DNS" without first building rapport. Instead, use plain language and confirm understanding at each step, like "Ma'am, paki-check po kung may arrow pataas na icon sa taas ng screen, 'yung data icon po." Avoid over-apologizing and stay solution-focused.
• ▸ Filipinos might over-explain with unnecessary technical detail or use Taglish like "yung IP address mo, parang address lang ng bahay para mahanap ka ng data." Instead, keep it in plain English but use a short, relatable analogy only if needed, and avoid code-switching that might confuse non-Filipino customers.
• ▸ Many Pinoy agents say "Sorry po nang sorry" excessively, which can sound unprofessional. Instead of over-apologizing, acknowledge the emotion and pivot to action: "I understand your frustration, Mr. Santos. Let me check what's happening and get this fixed for you." Also, avoid using Tagalog words like "po" or "ma'am/sir" too repeatedly in English calls.
• ▸ Some candidates say "Okay lang po sa akin, sanay na po ako sa puyat" which lacks professionalism. Instead, highlight specific strategies: "I prepare by adjusting my sleep pattern in advance and keeping a consistent meal schedule. I also find that staying active during breaks helps me stay sharp." Avoid mentioning just "tiis-tiis lang".