Remote Contractor Support Specialist (AUS Hours)

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

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.