Senior Residential Tech Support & Escalations Lead

Satellite Office; Pasig; On-site; PHP 420,000 - 780,000; Full time

Job summary

Aussie Broadband is hiring a Senior Residential Support Consultant to provide advanced technical and account support to residential customers. You’ll own complex issues, work with internal teams and technical specialists, and act as a trusted point of support for customers and colleagues.

You’ll diagnose broadband, Wi‑Fi, modems/routers, and service performance problems, manage account activities, and take end-to-end ownership of escalations while ensuring regulatory compliance and excellent

Qualifications

• Experience in residential telecommunications, technical support, customer service or account support, ideally at a Level 2 or senior-agent level.
• Strong technical troubleshooting skills across broadband, Wi-Fi, modems/routers and home networking.
• Ability to investigate complex or unfamiliar issues, make sound decisions and determine when escalation is required.
• Strong communication, problem-solving and customer de-escalation skills.
• Genuine focus on customer ownership and delivering positive outcomes.
• Ability to work independently while collaborating effectively with multiple teams.
• Experience working across customer service, ticketing, knowledge and diagnostic systems.
• Ability to thrive in a fast-paced, rostered environment.

Responsibilities

• Provide Level 2 technical, billing, provisioning and account support to residential customers across voice and digital channels.
• Diagnose and resolve complex issues relating to broadband, Wi-Fi, modems/routers, connectivity and service performance.
• Manage customer account activities including plan changes, service modifications, orders, relocations and billing enquiries.
• Take end-to-end ownership of complex enquiries, incidents and escalations, working with internal teams, vendors and carriers to reach timely resolutions.
• Support customers experiencing complaints, hardship or vulnerability while ensuring regulatory and compliance requirements are met.
• Keep customers informed throughout the resolution process and ensure they feel supported at every step.
• Maintain accurate customer records, case notes and troubleshooting documentation.
• Act as a technical subject matter expert, sharing knowledge and supporting the development of colleagues.
• Contribute to training materials, knowledge articles and process improvements.
• Identify recurring issues and service trends and help improve how we support customers.
• Lead by example with customer advocacy, accountability and professionalism.

Skills

Residential telecommunications

Technical troubleshooting

Customer service

Communication

Problem solving

Customer de-escalation

Team collaboration

Tools

Ticketing systems

Knowledge bases

Diagnostic systems

Job description

Aussie Broadband is hiring a Senior Residential Support Consultant to provide advanced technical and account support to residential customers. You’ll own complex issues, work with internal teams and technical specialists, and act as a trusted point of support for customers and colleagues.

You’ll diagnose broadband, Wi‑Fi, modems/routers, and service performance problems, manage account activities, and take end-to-end ownership of escalations while ensuring regulatory compliance and excellent