Customer Support Specialist, Australian SaaS Client (Offshore / Remote)

Australian Pathways OPC (Offshored); Metro Manila; Remote; PHP 446,000 - 558,000; Full time

Benefits offered by this job

Work from home

Long term role with Australian client

Australian business hours

Job summary

Australian Pathways OPC (Offshored) seeks a Contractor Support Specialist to join the Support Team, working from home in the Philippines during Australian business hours. You will be employed through Australian Pathways OPC and report to the General Manager of Operations and Client Services.

Responsibilities include assisting contractors with registration, explaining compliance requirements, and maintaining records in the platform.

Qualifications

• Strong spoken and written English.
• Experience in customer service, help desk, contact centre, administration or a similar support role.
• Strong attention to detail and the ability to follow documented processes accurately.
• Comfortable with web based software and quick to learn new systems.
• Good problem solving skills and the habit of investigating before escalating.
• Able to manage competing tasks in a high volume environment.
• Professional and confident telephone manner.
• Reliable, organised and accountable for completing assigned work.
• Experience supporting users of a SaaS or online platform.
• Experience in contractor management, compliance, onboarding, document verification or similar administration.
• Experience working with Australian businesses or customers.
• Familiarity with business documents such as licences, insurances, registrations and certificates.

Responsibilities

• Respond to contractor enquiries by telephone, email and the client's support channels.
• Assist contractors with registration, account access, navigation and use of the platform.
• Explain compliance requirements clearly, including what information or documentation is needed.
• Follow up outstanding information to progress registrations and compliance.
• Review contractor information and documents against established requirements and identify missing, incomplete, incorrect or expired.
• Maintain accurate contractor records in the platform and complete assigned tasks within agreed service timeframes.
• Investigate issues before escalating them, and escalate system issues or client questions to the right team member with clear information.
• Identify recurring issues and suggest improvements to processes, system functionality or support information.
• Meet agreed service levels, productivity and quality standards, and support colleagues during busy periods.
• Handle personal information and client data securely, use only approved systems and devices, and report any suspected privacy or security incident.

Skills

English proficiency

Customer service

Attention to detail

Process adherence

Problem solving

Multitasking

Telephone etiquette

Tools

SaaS platform

Job description

About the role

Our client is an established Australian business that helps organisations across Australia and New Zealand manage contractor onboarding, compliance documentation and ongoing contractor requirements through its own software platform and managed services team. They are hiring a Contractor Support Specialist to join their Support Team, working from home in the Philippines during Australian business hours. You will be employed through Australian Pathways OPC and work exclusively for this client, reporting to their General Manager of Operations and Client Services.

Key responsibilities

• Respond to contractor enquiries by telephone, email and the client's support channels.

• Assist contractors with registration, account access, navigation and use of the platform.

• Explain compliance requirements clearly, including what information or documentation is needed.

• Follow up outstanding information to progress registrations and compliance.

• Review contractor information and documents against established requirements and identify anything missing, incomplete, incorrect or expired.

• Maintain accurate contractor records in the platform and complete assigned tasks within agreed service timeframes.

• Investigate issues before escalating them, and **escalate** system issues, unusual compliance matters or client specific questions to the right team member with clear information.

• Identify recurring issues and suggest improvements to processes, system functionality or support information.

• Meet agreed service levels, productivity and quality standards, and support colleagues during busy periods.

• Handle personal information and client data securely, use only approved systems and devices, and report any suspected privacy or security incident immediately.

Essential

• Strong spoken and written English.

• Previous experience in customer service, help desk, contact centre, administration or a similar support role.

• Strong attention to detail and the ability to follow documented processes accurately.

• Comfortable with web based software and quick to learn new systems.

• Good problem solving skills and the habit of investigating before escalating.

• Able to manage competing tasks in a high volume environment.

• Professional and confident telephone manner.

• Reliable, organised and accountable for completing assigned work.

Highly regarded

• Experience supporting users of a SaaS or online platform.

• Experience in contractor management, compliance, onboarding, document verification or similar administration.

• Experience working with Australian businesses or customers.

• Familiarity with business documents such as licences, insurances, registrations and certificates.

Who you are

Customer focused and patient, clear and confident in communication, methodical and detail oriented, comfortable working within defined processes, naturally curious, dependable, open to feedback and happy working in a small collaborative team where everyone takes ownership of their work.

What we offer

• Full time, Monday to Friday, 6:00am to 3:00pm Philippine time (Australian business hours).

• Work from home.

• Monthly salary of PHP 40,000 to 50,000 depending on experience.

• Employment through Australian Pathways OPC with mandatory government contributions and private health insurance.

• A long term role with a stable Australian client.

Other requirements

The position involves access to personal and confidential information, so employment is subject to background screening and the client's confidentiality, privacy and information security requirements.