Tech Support Specialist (w/ Australian Telco Experience)

Job Description

Work From Office - This is a Work-from-office setup based in Makati.

POSITION SUMMARY

We are seeking a dedicated individual to join our team as an After-Hours Technical Support Specialist. This role may involve providing technical support to end-user clients outside of regular business hours and overseeing tasks during after-hours periods.

KEY RESPONSIBILITIES

• Generic:

1. Provide friendly and proactive technical support to clients and employees.
2. Identify the nature of work requests and escalate issues as needed.

• Technical Support (Faults):

1. Gather relevant details from customers regarding faults.
2. Troubleshoot and resolve faults with customers where possible.
3. Log faults with the appropriate carrier and update customers on resolution progress.
4. Maintain detailed records in Zendesk documenting fault resolution steps.

• Faults may include:

1. Voice, internet, and mobile connection issues.
2. Hardware faults.

• Provisioning:

1. Manage deliverables of small and complex projects within specified timelines.
2. Oversee the entire provisioning process from start to finish.
3. Communicate regularly with clients to keep them informed during provisioning.
4. Serve as the primary contact with wholesale carriers as required by projects.
5. Conduct regular status checkpoints with customers and internal personnel.

• Debt Recovery:

1. Make occasional debt recovery calls in a respectful and professional manner.

• Sales Admin Tasks:

1. Undertake sales admin tasks as required, including updating customer databases, preparing sales reports, and assisting with order processing.

• Office Administration:

1. Prepare and submit weekly activity reports, including highlighting fault trends.
2. Adhere to in-house standards for all documentation and procedures.

• Professional Development/Human Resource:

1. Maintain strong working relationships with internal and external clients.
2. Stay updated on product offerings and technical processes.
3. Continuously update technical knowledge.

Qualifications and Requirements

• Excellent communication and customer service skills.
• Previous experience in an ISP.
• Self-motivated with the ability to work independently.
• Technical experience in a similar industry.

Perks and Benefits

Flexible leave credits which may be used for vacation, emergency and sick leaves
Superb and exciting Mid-Year Parties – with items to give away and cash prizes!
Endless opportunities for career advancement
Exclusive ATM inside the office for employee's convenience
We set you up for success with a company-provided PC/Laptop and fiber internet connection
Look forward to weekly office perks for work from office staff – Free Coffee, Meals and Beer Fridays!
Top notch workplace with first class VIP lounge and game rooms
Child friendly spaces to cater to the needs of employees with children, enhancing work-life balance
Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues
International career growth and connections
Unlimited cash incentives for hired referrals
Mental Wellness Employee Assistance program through Lifeworks
In-house psychiatrist available to support employees' well-being
Become part of the Employee Share Units program
Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc