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Posted 3 months ago
Requirements and responsibilities
Job DescriptionAs a Technical Support Specialist, you’ll be our clients’ go-to for support across cloud-based calling platforms, internet and network troubleshooting, AI tool performance, mobile/data provisioning, and more. You’ll be their calm in the storm when the lines are fuzzy or calls are lost in space. You'll also help us level-up our internal support workflows through documentation, automation, and good ol' fashioned process improvements.Responsibilities:Provide 5-Star Tech SupportTroubleshoot and configure cloud-based call routing platforms (e.g., Dialpad, Aircall, Cloud PABX).Handle call flow configurations, audio quality issues, and user provisioning.Use logical thinking to resolve network, routing, and system setup concerns.Network and Connectivity SupportDiagnose and resolve NBN or Fibre internet issues; create and visualize network diagrams.Provision and troubleshoot mobile and data connections (training available).Support for AI and CRM ToolsHelp customers understand and optimize AI tools in call platforms (e.g., call transcription in Dialpad).Manage support tickets and client interactions using HubSpot CRM.Empathetic and Comprehensive SupportResolve tickets end-to-end with detailed documentation and future-proofing suggestions.Maintain a calm, empathetic tone in all customer interactions, even under pressure.Call Center Ops and Issue ManagementApply knowledge of WFM or OSC methodologies in call center support.Escalate service outages and notify internal teams and customers proactively.Process Improvement and Knowledge ManagementContribute to internal process improvements through automation and smarter workflows.Write and update internal knowledgebase articles.Take ownership of responsibilities – every ticket matters.Desirable Skills and Experience:Must-Haves3–5 years of extensive experience in technical support or a similar role.Strong technical background in cloud call systems such as Dialpad, Aircall, and Cloud PABX.Basic to intermediate knowledge of networking (e.g., NBN, Fibre, home/small business networks).Experience with HubSpot or similar ticketing/CRM tools.Excellent verbal and written communication skills.Ability to work independently, multitask effectively, and stay calm under pressure.Proactive, solution-oriented mindset with strong accountability.Nice-to-HavesPrior experience working in a call center or using AI tools in telephony platforms.Familiarity with Workforce Management (WFM) or Operational Service Control (OSC) methodologies.A knack for documentation, knowledgebase writing, or process automation.Passion for delivering legendary customer service, even to non-tech-savvy users.Perks and Benefits:13th Month pay12 sick leaves per year12 vacation leaves per yearMaternity or Paternity leaveHMO from day 1 + one free dependentLife insurance upon regularizationMediCash for personal and dependents useRice, clothing, laundry, and meal allowanceAchievement AllowancesBirthday TreatsCompany Events and TreatsOnline trainings/WebinarsCareer advancement and promotion opportunitiesJob Type:Work from homeFull-timeMid-LevelSchedule:Day Shift (Australia-based client)Monday to FridayAbout the Client: Our client is a well-established Australian technology and communications company with over 25 years of industry experience. They're redefining how businesses connect by replacing outdated, expensive telecom systems with scalable, cloud-based solutions that are easy to use and fully customizable for businesses of all sizes. Their mission is to simplify the modern workplace by delivering integrated systems that enable agility, flexibility, and seamless communication.About Kwanii: Kwanii is a BPO company with operations in Australia and the Philippines. With a strong commitment to excellence, we aim to provide outstanding outsourcing solutions for businesses of all sizes. The company values transparency and honesty, ensuring that clients receive reliable and accurate services. Kwanii also prides itself on its proactiveness and adaptability, staying ahead of industry trends and adjusting strategies to meet the evolving needs of clients. Whether it's customer support, data entry, back-office processes, or other outsourcing requirements, Kwanii is dedicated to delivering high-quality solutions that drive both efficiency and growth.
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