Technical Customer Support and Onboarding Specialist (AU SaaS, WFH)
Posted Updated
Description
Schedule: Monday - Friday (5:30AM - 2:30PM PHT)
Work Set-Up: Work From Home
Office Location: Mandaluyong
What will you do?
Technical/Customer Service & Onboarding Officer
This is a hands-on role supporting customers who use our platform to manage some of Australia's most sophisticated residential, commercial, and government properties. You'll be part of a collaborative, customer-focused team where your contribution truly matters — helping clients get started, stay supported, and make the most of our technology. You'll combine great communication skills with curiosity, problem-solving ability, and a genuine interest in technology and people.
Benefits:
ConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice.
#ConnectOSCareers #JoinConnectOS #ConnnectOSNonTech
Equal Employment Statement
Employment decisions at ConnectOS will be conducted without consideration of factors such as age', race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes.
#LI-JS2
Work Set-Up: Work From Home
Office Location: Mandaluyong
What will you do?
Technical/Customer Service & Onboarding Officer
This is a hands-on role supporting customers who use our platform to manage some of Australia's most sophisticated residential, commercial, and government properties. You'll be part of a collaborative, customer-focused team where your contribution truly matters — helping clients get started, stay supported, and make the most of our technology. You'll combine great communication skills with curiosity, problem-solving ability, and a genuine interest in technology and people.
- Customer Support: Respond to customer enquiries via phone, email, or ticketing system — resolving issues quickly and professionally.
- Onboarding Guidance: Lead clients through the onboarding process, including setup, configuration, and introduction to company's core features.
- Training Delivery: Conduct tailored training sessions for property managers, concierges, building operators, and tenant engagement teams using the platform.
- Team Collaboration: Work closely with the Product and Development teams to troubleshoot issues and share customer feedback.
- Reporting & Documentation: Prepare project reports, update client records, and track onboarding milestones in HubSpot, and Microsoft 365.
- Continuous Improvement: Contribute ideas to enhance customer experience, refine internal processes, and help scale our service as we grow.
- Contracts: Prepare and assist with new client contracts as required.
- Liaise and follow up with other team members as required to assist your role.
- Attend Meetings: weekly staff meetings online.
- Marketing: Prepare and assist with Marketing presentations as required.
- Attend in person client meetings: if required (subject to location)
- Work with the Team: discuss and develop new templates and systems to improve the processes of the customer support services.
- Learn and expand; your skills with new tech support tools - IE: Adobe Suite - In Design, Photoshop, Figma, Asana
- Travel - Be open to National & International travel opportunities if required.
- Experience in Customer support, SaaS support, technical support, software onboarding, or implementation experience.
- Able to troubleshoot software issues, navigate dashboards, and understand when to resolve or escalate problems.
- Strong spoken and written English; articulate and confident when dealing with client.
- Experience using HubSpot or another CRM/help desk/ticketing platform.
- Familiarity with Microsoft 365, online collaboration tools, and digital platforms.
- Experience using both macOS and Windows.
Benefits:
- HMO on Day 1 + 1 free dependent after 1 year of service.
- Mandatory Government Benefits and 13th Month Pay.
- Leave credits and convertible to cash of unused sick leave, paid quarterly.
- Access to Emergency and Bereavement Leave.
- Permanent WFH
- Equipment Provided
- Medical, Dental Coverage and Life insurance from day 1 of employment
- Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
- Competitive salary package and annual appraisal
- Financial Assistance Program
- Mandatory Government Benefits and 13th Month Pay
- Complimentary Sleeping Quarters, Coffee at no cost
- Complimentary Office Fitness and Wellness Facilities at no cost
- Regular Company Events, Work Life Balance, and Career growth opportunities
- Accessible location at the heart of Metro Manila --- the Mega Tower, EDSA
ConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice.
#ConnectOSCareers #JoinConnectOS #ConnnectOSNonTech
Equal Employment Statement
Employment decisions at ConnectOS will be conducted without consideration of factors such as age', race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes.
#LI-JS2