Technical Customer Support and Onboarding Specialist (AU SaaS, WFH)

ConnectOS; Philippines; Remote; PHP 400,000 - 600,000; Full time

Benefits offered by this job

HMO on Day 1

13th Month Pay

Leave credits and quarterly sick leave

Emergency and Bereavement Leave

Permanent WFH

Equipment Provided

Medical, Dental Coverage and Life ins.

Paid Vacation and Sick Leave (Quarter)

Competitive salary package and annual.

Financial Assistance Program

Sleeping Quarters (complimentary)

Coffee at no cost

Office Fitness and Wellness Facilities

Regular Company Events

Career growth opportunities

Metro Manila location: Mega Tower, EDS

Job summary

ConnectOS is seeking a Technical/Customer Service & Onboarding Officer to support clients using our platform for property management. You will lead onboarding, deliver tailored training, and collaborate with Product and Development to resolve issues while maintaining strong client relationships.

The role involves remote work with potential in-person meetings and travel as needed; requires excellent English communication and experience in SaaS onboarding and support.

Qualifications

• Experience in customer support for SaaS platforms.
• Ability to troubleshoot software issues and navigate dashboards.
• Strong spoken and written English; articulate and confident when dealing with clients.

Responsibilities

• Respond to customer enquiries via phone, email, or ticketing system.
• Lead onboarding through setup, configuration, and introduction to core features.
• Conduct training sessions for property managers and teams using the platform.
• Collaborate with Product and Development teams to troubleshoot issues and gather feedback.
• Prepare project reports and update client records in HubSpot and Microsoft 365.
• Suggest improvements to enhance customer experience and scale services.
• Assist with client contracts and coordinate with team members.
• Attend weekly online staff meetings and support marketing efforts.

Skills

Customer support

SaaS onboarding

English proficiency

Tools

HubSpot

Microsoft 365

Job description

Schedule: Monday - Friday (5:30AM - 2:30PM PHT)

Work Set-Up: Work From Home

Office Location: Mandaluyong

Technical/Customer Service & Onboarding Officer

This is a hands-on role supporting customers who use our platform to manage some of Australia's most sophisticated residential, commercial, and government properties. You'll be part of a collaborative, customer-focused team where your contribution truly matters — helping clients get started, stay supported, and make the most of our technology. You'll combine great communication skills with curiosity, problem-solving ability, and a genuine interest in technology and people.

What will you do?

• Customer Support: Respond to customer enquiries via phone, email, or ticketing system — resolving issues quickly and professionally.
• Onboarding Guidance: Lead clients through the onboarding process, including setup, configuration, and introduction to company's core features.
• Training Delivery: Conduct tailored training sessions for property managers, concierges, building operators, and tenant engagement teams using the platform.
• Team Collaboration: Work closely with the Product and Development teams to troubleshoot issues and share customer feedback.
• Reporting & Documentation: Prepare project reports, update client records, and track onboarding milestones in HubSpot, and Microsoft 365.
• Continuous Improvement: Contribute ideas to enhance customer experience, refine internal processes, and help scale our service as we grow.
• Contracts: Prepare and assist with new client contracts as required.
• Liaise and follow up with other team members as required to assist your role.
• Attend Meetings: weekly staff meetings online.
• Marketing: Prepare and assist with Marketing presentations as required.
• Attend in person client meetings: if required (subject to location)
• Work with the Team: discuss and develop new templates and systems to improve the processes of the customer support services.
• Learn and expand; your skills with new tech support tools - IE: Adobe Suite - In Design, Photoshop, Figma, Asana
• Travel - Be open to National & International travel opportunities if required.

Skills Required

• Experience in Customer support, SaaS support, technical support, software onboarding, or implementation experience.
• Able to troubleshoot software issues, navigate dashboards, and understand when to resolve or escalating problems.
• Strong spoken and written English; articulate and confident when dealing with client.

Nice to Have

• Experience using HubSpot or another CRM/help desk/ticketing platform.
• Familiarity with Microsoft 365, online collaboration tools, and digital platforms.
• Experience using both macOS and Windows.

Join the awesome team and enjoy these benefits & perks:

Benefits

• HMO on Day 1 + 1 free dependent after 1 year of service.
• Mandatory Government Benefits and 13th Month Pay.
• Leave credits and convertible to cash of unused sick leave, paid quarterly.
• Access to Emergency and Bereavement Leave.

Additional

• Permanent WFH
• Equipment Provided
• Medical, Dental Coverage and Life insurance from day 1 of employment
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Complimentary Sleeping Quarters, Coffee at no cost
• Complimentary Office Fitness and Wellness Facilities at no cost
• Regular Company Events, Work Life Balance, and Career growth opportunities
• Accessible location at the heart of Metro Manila --- the Mega Tower, EDSA

Equal Employment Statement

Employment decisions at ConnectOS will be conducted without consideration of factors such as age', race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes.