Technical Support (DAYSHIFT, WFH - AU Electrical Industry)

<p>This is a remote position.</p> <div> PERMANENT DAYSHIFT, REMOTE/WFH PHILIPPINES<br><br>Position Description: <b>Customer - Technical Support <br>(DAYSHIFT, WFH - AU Electrical Industry)<br>Fulltime - 40 Hours<br>VA Rate : $10AUD per hour</b><br><br>Job Description<br> </div> <div> <b>Support & QA Support</b><b><br></b> </div> <div> Business Unit: Client Customer Support Centre<br> </div> <div> Reports to: Leading Hand Tradesman / Job Scheduling Coordinator<br> </div> <div> Primary Systems: HubSpot (The Brain) & Simpro (Technical Data)<br> </div> <div> <br><b>Role Summary</b><b><br></b> </div> <div> 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.<br><b><br></b> </div> <div> <b>Key Responsibilities</b><b><br></b> </div> <div> <b>1. Customer Technical Support (Call Centre Function)</b><b><br></b> </div> <div> ● First Response: Manage incoming technical support calls and emails redirected from the Job Scheduling team.<br> </div> <div> ● Technical Troubleshooting: Provide real-time desktop support to assist clients through<br> </div> <div> common issues (e.g., Wi-Fi re-connections, monitoring app setup, and basic product<br> </div> <div> troubleshooting).<br> </div> <div> ● Issue Resolution: Access client records in HubSpot and Simpro to identify specific<br> </div> <div> product suites and installation history to provide accurate, tailored advice.<br> </div> <div> ● Escalation Management: Resolve as many issues as possible at the desktop level; only<br> </div> <div> escalate complex technical faults to the Leading Hand Tradesman when physical onsite<br> </div> <div> intervention is required.<br> </div> <div> <b>2. Desktop QA & Safety Audits</b><b><br></b> </div> <div> ● Desktop Safety Audits: Review Job Safety Analysis (JSA) submissions within Simpro to<br> </div> <div> ensure field teams are adhering to safety protocols.<br> </div> <div> ● Photo Quality Assurance: Systematically audit installation photos in Simpro to verify<br> </div> <div> workmanship quality and ensure technical standards are met before a job is finalised.<br> </div> <div> ● Warranty Coordination: Use HubSpot to log and track warranty claims, ensuring the<br> </div> <div> client is kept informed throughout the process until a resolution is reached.<br> </div> <div> <b>3. Strategic Support Objectives</b><b><br></b> </div> <div> The success of this role is measured by its ability to support three key pillars:<br> </div> <div> 1. The Client: Receives immediate, professional technical assistance, improving the overall<br> </div> <div> customer experience.<br> </div> <div> 2. Leading Hand Tradesman: Is relieved of administrative "firefighting" and remote<br> </div> <div> troubleshooting, allowing more time for onsite leadership and quality control.<br> </div> <div> 3. Job Scheduling: Experiences reduced call and email volume, allowing the coordinator to focus on efficient resource allocation and dispatch.<br><br> </div> <div> <b>Knowledge, Skills, and Experience Requirements</b><b><br></b> </div> <div> ● Exceptional verbal and written English (AUS) communication skills.<br> </div> <div> ● Strong technical aptitude with the ability to guide clients through technical processes over the phone.<br> </div> <div> ● High level of attention to detail for desktop auditing of safety and quality documentation.<br> </div> <div> ● Proficiency in HubSpot and Simpro is highly desirable.<br> </div> <div> ● Patient and professional manner when handling customer support enquiries.<br> </div><br>