Offer summary

Qualifications:

3-5 years of experience in technical support or a similar role., Strong technical background in cloud call systems like Dialpad and Aircall., Basic to intermediate knowledge of networking (e.g., NBN, Fibre)., Excellent verbal and written communication skills..

Key responsabilities:

Provide 5-Star Tech Support and troubleshoot cloud-based call routing platforms.

Diagnose and resolve internet issues and provision mobile/data connections.

Manage support tickets and client interactions using HubSpot CRM.

Contribute to internal process improvements and maintain detailed documentation.

Job description

We’re looking for a Technical Support Specialist who is tech-savvy, customer-obsessed, and passionate about solving technical problems with empathy and clarity. You will be supporting cloud-based calling platforms, network troubleshooting, mobile/data provisioning, and AI tool performance – all while creating meaningful experiences for our clients.

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.
Network and Connectivity Support
- Diagnose 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 Tools
- 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.
Empathetic and Comprehensive Support
- Resolve 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 Management
- Apply knowledge of WFM or OSC methodologies in call center support.
- Escalate service outages and notify internal teams and customers proactively.
Process Improvement and Knowledge Management
- Contribute 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-Haves

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.

Nice-to-Haves

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.

Perks and 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

Job Type:

Work from home
Full-time
Mid-Level

Schedule:

Day Shift (Australia-based client)
Monday to Friday

About 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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