POOLING: AU Technical Support Specialist

Three Peaks International; Manila; Remote; PHP 300,000 - 540,000; Full time

Benefits offered by this job

Permanent remote setup

AU business hours

Annual performance review

Competitive pay based on skills

Job summary

Three Peaks International is seeking a compassionate, patient AU Technical Support Specialist to join our remote team. You will provide email, chat and phone support, solving technical issues with empathy while maintaining product knowledge and customer focus.

The role is permanent remote with AU business hours and requires at least 2 years in tech support, familiarity with CRM/ticketing systems, and strong communication. A reliable home-office setup and internet are expected.

Qualifications

• At least 2 years in a technical and customer support role.
• Familiarity with CRM/ticketing systems and tools.
• Clear written and verbal communication skills in English.
• Able to work independently and as part of a team.

Responsibilities

• Respond to support tickets via email, chat, and phone with timely, empathetic assistance.
• Handle inbound support calls and provide effective solutions.
• Maintain up-to-date product knowledge to answer inquiries.
• Deliver exceptional customer service to ensure satisfaction and loyalty.
• Follow up on interactions to ensure resolution and closure.
• Escalate complex issues to appropriate departments when needed.
• Keep accurate records of interactions and provide regular reports.

Skills

2+ years experience

CRM/ticketing systems

Excellent communication

Chat, email and phone proficiency

Technical terminology knowledge

Independent and team work

Customer-oriented mindset

Strong problem solving

IT industry experience a plus

Job description

POOLING: AU Technical Support Specialist

We are seeking a compassionate, patient, and tech-savvy individual to join our team as a Technical Support Specialist for once of our top clients.

In this vital role, you will be responsible for providing exceptional technical support to our customers through email, chat, and phone. This position is ideal for someone with outstanding written and verbal communication skills, who is customer-focused and comfortable working in a fast-paced, remote environment.

Key Responsibilities

• Respond to support tickets via email, providing timely, accurate, and empathetic assistance to customers.
• Handle inbound support calls, offering effective problem-solving solutions and excellent customer service.
• Maintain a high level of product knowledge to assist with customer inquiries effectively.
• Customer Service:
• Provide exceptional customer service and support, ensuring customer satisfaction and loyalty.
• Follow up on customer interactions when necessary to ensure resolution and satisfaction.
• Escalate complex issues to the relevant departments when necessary.
• Administration and Reporting:
• Keep accurate records of customer interactions, transactions, comments, and complaints.
• Provide regular reports on customer service issues and product feedback.

Qualifications and Experience

• Minimum of 2 years' experience in a technical and customer support role
• Familiarity with CRM/ticketing systems
• Excellent communication skills, both written and verbal
• Proficient in using chat, email, and phone systems
• Knowledge of technical terminology and concepts
• Ability to work independently and in a team environment
• Customer service-oriented mindset
• Strong problem-solving abilities
• Experience in the IT industry is a plus

Technical Requirements

• Has own equipment (Laptop or Desktop) at least core i7 with 16 GB RAM and a back-up equipment
• Stable internet connection (at least 100 MBPS upload and download)
• Conducive home-office work set-up and noise canceling headset.

On Offer

• Competitive pay, based to skills and experience
• Permanent remote setup
• Day shift: AU Business Hours (approx. 7:00 AM - 4:00 PM PHT)
• Annual performance review

About us

Three Peaks International is a Sydney based staffing solutions partner which provides local and virtual staffing solutions to Australian businesses through outsourcing, recruitment, and migration. Simply put, we help businesses grow by providing them the staff they need that gets the job done.