Technical Support Specialist

Summary

Join a dynamic team as a Technical Support Specialist, providing exceptional support for cloud-based calling platforms, network troubleshooting, mobile/data provisioning, and AI tools. You'll be responsible for resolving technical issues with empathy and clarity, ensuring a positive client experience. This role involves troubleshooting and configuring cloud-based call routing platforms, handling call flow configurations, audio quality issues, and user provisioning. You'll also diagnose and resolve network issues, provision and troubleshoot mobile and data connections, and support customers in understanding and optimizing AI tools. This position requires strong technical skills, excellent communication abilities, and a proactive, solution-oriented mindset.

Requirements

• 3–5 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

Responsibilities

• Provide 5-Star Tech Support
• Troubleshoot 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
• Diagnose and resolve NBN or Fibre internet issues; create and visualize network diagrams
• Provision and troubleshoot mobile and data connections (training available)
• Help customers understand and optimize AI tools in call platforms (e.g., call transcription in Dialpad)
• Manage support tickets and client interactions using HubSpot CRM
• Resolve tickets end-to-end with detailed documentation and future-proofing suggestions
• Maintain a calm, empathetic tone in all customer interactions, even under pressure
• Apply knowledge of WFM or OSC methodologies in call center support
• Escalate service outages and notify internal teams and customers proactively
• Contribute to internal process improvements through automation and smarter workflows
• Write and update internal knowledgebase articles
• Take ownership of responsibilities – every ticket matters

Preferred Qualifications

• Prior 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

Benefits

• 13th Month pay
• 12 sick leaves per year
• 12 vacation leaves per year
• Maternity or Paternity leave
• HMO from day 1 + one free dependent
• Life insurance upon regularization
• MediCash for personal and dependents use
• Rice, clothing, laundry, and meal allowance
• Achievement Allowances
• Birthday Treats
• Company Events and Treats
• Online trainings/Webinars
• Career advancement and promotion opportunities
• Work from home
• Full-time
• Day Shift (Australia-based client)
• Monday to Friday