Technical Support (DAYSHIFT, WFH - AU Electrical Industry)

PERMANENT DAYSHIFT, REMOTE/WFH PHILIPPINES
Position Description: Customer - Technical Support
(DAYSHIFT, WFH - AU Electrical Industry)
Fulltime - 40 Hours
VA Rate : $10AUD per hour
Job Description

Support & QA Support

Business Unit: Client Customer Support Centre

Reports to: Leading Hand Tradesman / Job Scheduling Coordinator

Primary Systems: HubSpot (The Brain) & Simpro (Technical Data)

Role Summary

This offshore role functions as the "Evergreen Customer Support Call Centre." It serves as the primary point of contact for clients requiring technical assistance, effectively acting as a filter for the Job Scheduling Coordinator and the Leading Hand Tradesman. By providing immediate desktop technical support—such as troubleshooting Wi-Fi disconnections, inverter resets, or product faults—this role ensures clients receive rapid assistance while onsite leadership remains focused on field operations and high-level scheduling.

Key Responsibilities

1. Customer Technical Support (Call Centre Function)

● First Response: Manage incoming technical support calls and emails redirected from the Job Scheduling team.

● Technical Troubleshooting: Provide real-time desktop support to assist clients through

common issues (e.g., Wi-Fi re-connections, monitoring app setup, and basic product

troubleshooting).

● Issue Resolution: Access client records in HubSpot and Simpro to identify specific

product suites and installation history to provide accurate, tailored advice.

● Escalation Management: Resolve as many issues as possible at the desktop level; only

escalate complex technical faults to the Leading Hand Tradesman when physical onsite

intervention is required.

2. Desktop QA & Safety Audits

● Desktop Safety Audits: Review Job Safety Analysis (JSA) submissions within Simpro to

ensure field teams are adhering to safety protocols.

● Photo Quality Assurance: Systematically audit installation photos in Simpro to verify

workmanship quality and ensure technical standards are met before a job is finalised.

● Warranty Coordination: Use HubSpot to log and track warranty claims, ensuring the

client is kept informed throughout the process until a resolution is reached.

3. Strategic Support Objectives

The success of this role is measured by its ability to support three key pillars:

1. The Client: Receives immediate, professional technical assistance, improving the overall

customer experience.

2. Leading Hand Tradesman: Is relieved of administrative "firefighting" and remote

troubleshooting, allowing more time for onsite leadership and quality control.

3. Job Scheduling: Experiences reduced call and email volume, allowing the coordinator to focus on efficient resource allocation and dispatch.

Knowledge, Skills, and Experience Requirements

● Exceptional verbal and written English (AUS) communication skills.

● Strong technical aptitude with the ability to guide clients through technical processes over the phone.

● High level of attention to detail for desktop auditing of safety and quality documentation.

● Proficiency in HubSpot and Simpro is highly desirable.

● Patient and professional manner when handling customer support enquiries.