Muntinlupa - Support Technician (NBN experience) | Dayshift, weekends off | Up to 30k
Known for our commitment to safety, flexibility, and innovation, we strive to be the partner of choice for businesses looking to leverage the best global BPO and AI resources. Our employee value proposition, Come for a career, stay for the fun, underscores our commitment to a vibrant, inclusive, and engaging work environment.
Why Join the A-Team?
Come for a career, stay for the fun!
Enjoy 14 months of pay*
HMO coverage for you and your family
Yearly Kick Off Parties with major giveaways (like the car in 2023)
Grow your career - yes, we love to promote internally
Do meaningful work and collaborate with the best
900 promotions given each year
2,700+ leadership training courses
A Glimpse into Your New Role- Deliver consistent and exceptional customer service, and where possible first call resolution across all products and services.
- Be the first point of contact for all inbound standard customer interactions and provide first level technical support via multiple channels.
- Ensure all communications are accurately and thoroughly documented into the Support Ticketing system, correctly prioritized, and categorized.
- Ensure all customer communications are proactively attended to in an effective and timely manner within customer Service Level Agreements – whilst ensuring the customer is kept informed of progress.
- Develop and maintain relevant knowledge and skills to be able to create solutions to technical/application customer problems and queries.
- Responsible for the completion of all assigned cases ensuring customer satisfaction and quality control.
- Ensure system, service records and documentation are kept up to date with any changes.
- Identify complex technical issues for escalation and effectively use the pre-established escalation process.
- Escalate any identified standards, policies, or procedural improvements to relevant parties within the organization to enhance the current use of products or systems and reduce incoming contact channel volumes whilst keeping Management aware of any discrepancies, deficiencies, or inaccuracies.
- Contribute to the creation and updating of both customer and internal departmental documentation and knowledge, including processes and work instructions.
- NBN Tech (Au Telco) experience of 1 year is required
- Exceptional customer service skills
- Ability to provide level 1 technical support across all products and services
- An understanding of IT concepts, technologies, and terminologies
- Excellent written and verbal communication and presentation skills
- Strong Excel, PowerPoint, and Word (or similar) skills
With a diverse global team working together, we proudly embrace and live by these shared values:
Collaboration: Brilliant jerks can be brilliant elsewhere.Impact: Do, get it done, create impact.
Passion: Be positive, bring passion and energy.
Transparency: A transparent team can help each other.
What are you waiting for?
Join the A-Team and experience the A-Life!