Senior Residential Tech Support Specialist

Satellite Office; Metro Manila; Hybrid; PHP 3,939,000 - 5,252,000; Full time

Job summary

Aussie Broadband is hiring a Senior Residential Support Consultant to join our team and provide advanced Level 2 technical and account support to residential customers. You’ll take ownership of complex issues, collaborate with internal teams and external partners, and be a trusted point of escalation for customers and colleagues.

In this fast-paced role, you’ll diagnose connectivity issues, manage billing and account activities, and contribute to training materials while upholding regulatory and

Qualifications

• Experience in residential telecommunications or technical support at Level 2 or senior level.
• Strong diagnostic skills across broadband, Wi-Fi, modems/routers and home networking.
• Ability to investigate complex issues and decide when escalation is required.

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 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.
• Maintain accurate customer records, case notes and troubleshooting documentation.
• Act as a technical SME, sharing knowledge and supporting colleagues.
• Contribute to training materials, knowledge articles and process improvements.
• Identify recurring issues and service trends to improve support.

Skills

Level 2 support

Technical troubleshooting

Customer service

Account management

Escalation handling

Tools

Ticketing systems

Knowledge base

Diagnostic tools

Job description

Aussie Broadband is hiring a Senior Residential Support Consultant to join our team and provide advanced Level 2 technical and account support to residential customers. You’ll take ownership of complex issues, collaborate with internal teams and external partners, and be a trusted point of escalation for customers and colleagues.

In this fast-paced role, you’ll diagnose connectivity issues, manage billing and account activities, and contribute to training materials while upholding regulatory and