Tech Support Specialist (w/ Australian Telco Experience)

Cloudstaff Philippines Inc.; Makati; On-site; PHP 335,000 - 614,000; Full time

Benefits offered by this job

Flexible leave credits

Mid-Year Parties with prizes

Career advancement opportunities

Company-provided PC/Laptop and fiber

Free Coffee, Meals and Beer Fridays

VIP lounge and game rooms

Child-friendly spaces

Employee Share Units program

Mental Wellness Lifeworks

Job summary

Cloudstaff Philippines Inc. in Makati is seeking an After-Hours Technical Support Specialist to provide proactive technical support to end-user clients outside of regular hours and manage tasks during after-hours.

The role covers fault troubleshooting, provisioning oversight, debt recovery, and admin duties, with emphasis on clear communication and customer service. Join a team that values ongoing learning and client relationships, backed by company resources such as a PC/Laptop and fiber

Qualifications

• Excellent communication and customer service skills are required.
• Experience in an ISP is preferred.
• Ability to work independently and stay motivated.

Responsibilities

• Provide friendly and proactive technical support to clients and employees.
• Troubleshoot faults including voice, internet, and mobile issues.
• Log faults with carriers and update customers on progress.
• Oversee provisioning process from start to finish and communicate with clients.
• Assist with sales admin tasks and weekly activity reporting.
• Maintain strong relationships with internal and external clients and stay updated on products.

Skills

Excellent communication

Customer service

ISP experience

Self-motivated

Independent work

Technical experience

Job description

Job Description

Work From Office - This is a Work-from-office setup based in Makati.

POSITION SUMMARY

We are seeking a dedicated individual to join our team as an After-Hours Technical Support Specialist. This role may involve providing technical support to end-user clients outside of regular business hours and overseeing tasks during after-hours periods.

KEY RESPONSIBILITIES

• Generic:

1. Provide friendly and proactive technical support to clients and employees.
2. Identify the nature of work requests and elevate issues as needed.

• Technical Support (Faults):

1. Gather relevant details from customers regarding faults.
2. Troubleshoot and resolve faults with customers where possible.
3. Log faults with the appropriate carrier and update customers on resolution progress.
4. Maintain detailed records in Zendesk documenting fault resolution steps.

• Faults may include:

1. Voice, internet, and mobile connection issues.
2. Hardware faults.

• Provisioning:

1. Manage deliverables of small and complex projects within specified timelines.
2. Oversee the entire provisioning process from start to finish.
3. Communicate regularly with clients to keep them informed during provisioning.
4. Serve as the primary contact with wholesale carriers as required by projects.
5. Conduct regular status checkpoints with customers and internal personnel.

• Debt Recovery:

1. Make occasional debt recovery calls in a respectful and professional manner.

• Sales Admin Tasks:

1. Undertake sales admin tasks as required, including updating customer databases, preparing sales reports, and assisting with order processing.

• Office Administration:

1. Prepare and submit weekly activity reports, including highlighting fault trends.
2. Adhere to in-house standards for all documentation and procedures.

• Professional Development/Human Resource:

1. Maintain strong working relationships with internal and external clients.
2. Stay updated on product offerings and technical processes.
3. Continuously update technical knowledge.

Qualifications and Requirements

• Excellent communication and customer service skills.
• Previous experience in an ISP.
• Self-motivated with the ability to work independently.
• Technical experience in a similar industry.

Perks and Benefits

• Flexible leave credits which may be used for vacation, emergency and sick leaves
• Superb and exciting Mid-Year Parties – with items to give away and cash prizes!
• Endless opportunities for career advancement
• Exclusive ATM inside the office for employee's convenience
• We set you up for success with a company-provided PC/Laptop and fiber internet connection
• Look forward to weekly office perks for work from office staff – Free Coffee, Meals and Beer Fridays!
• Top notch workplace with first class VIP lounge and game rooms
• Child friendly spaces to cater to the needs of employees with children, enhancing work-life balance
• Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues
• International career growth and connections
• Unlimited cash incentives for hired referrals
• Mental Wellness Employee Assistance program through Lifeworks
• In-house psychiatrist available to support employees' well-being
• Become part of the Employee Share Units program
• Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc