Senior Residential Tech Support & Provisioning Lead

Satellite Office; Metro Manila; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Aussie Broadband is seeking a Senior Residential Support Consultant (Provisioning) to join our team in Manila. You’ll provide Level 2 technical, billing, provisioning and account support to residential customers across voice and digital channels, handling complex issues with professionalism.

You’ll work with internal teams, vendors and carriers to resolve inquiries, maintain accurate records, and share knowledge as a technical subject matter expert while contributing to process improvements.

Qualifications

• Experience in residential telecommunications or customer support at Level 2 or senior level.
• Strong troubleshooting across broadband, Wi‑Fi, modems/routers and home networking.
• Ability to investigate complex issues and decide when escalation is required.
• Excellent communication, problem-solving and de-escalation skills.

Responsibilities

• Provide Level 2 technical, billing, provisioning and account support to residential customers across voice and digital channels.
• Diagnose and resolve issues related to broadband, Wi-Fi, modems/routers, connectivity and service performance.
• Manage account activities including plan changes, service modifications, orders and billing inquiries.
• Own complex inquiries and escalations, coordinating with internal teams, vendors and carriers to resolve issues.
• Support customers experiencing hardship or vulnerability while meeting regulatory and compliance requirements.
• Keep customers informed throughout the resolution process and maintain accurate records.
• Share knowledge and contribute to training materials and knowledge articles.
• Identify recurring issues and help improve our customer support processes.
• Lead by example with customer advocacy and professionalism.

Skills

Level 2 support

Technical troubleshooting

Customer service

Account support

Voice & broadband

Job description

Aussie Broadband is seeking a Senior Residential Support Consultant (Provisioning) to join our team in Manila. You’ll provide Level 2 technical, billing, provisioning and account support to residential customers across voice and digital channels, handling complex issues with professionalism.

You’ll work with internal teams, vendors and carriers to resolve inquiries, maintain accurate records, and share knowledge as a technical subject matter expert while contributing to process improvements.