Technical Support Specialist
Full-time
Task-Wise Va Consultancy Inc.
Job Title: Technical Support Specialist (Mobile - AU)
Location: BGC On site
Shift: AU Business Hours (Early morning starts)
Role Overview
As a Mobile Support Specialist for our Australian campaign, you will be the frontline resolution expert for mobile-related technical inquiries. You aren't just reading a script; you are a problem-solver who ensures our Australian customers stay connected. You will handle everything from device configurations to network troubleshooting with a focus on First Call Resolution (FCR).
Key Responsibilities
- Technical Troubleshooting: Assist customers with mobile hardware and software issues (iOS/Android), SIM activations, and network connectivity problems.
- Customer Advocacy: Provide exceptional "Aussie-style" service—friendly, direct, and empathetic—while managing high-pressure situations.
- Account Management: Handle billing inquiries, plan upgrades, and service provisioning in the CRM.
- Documentation: Accurately log all interactions and technical steps taken in the ticketing system.
- Knowledge Sharing: Stay updated on the latest mobile technology trends and Australian telecommunications regulations.
Required Qualifications
- Experience: At least 1–2 years of experience in a Technical Support or BPO role, preferably supporting a Telco or Mobile account.
- Tech Savvy: Strong understanding of mobile operating systems, APN settings, and eSIM technology.
- Communication: Excellent English verbal and written communication skills with the ability to build rapport with Australian customers.
- Shift Flexibility: Willingness to work early morning hours to align with Australian Eastern Standard Time (AEST).
- Education: High School Diploma required; Associate or Bachelor’s degree in IT/Computer Science is a plus.
Preferred Skills
- Prior experience with Australian telecommunications providers (e.g., Telstra, Optus, Vodafone).
- Familiarity with "Probe CX" values: Passion, Respect, Ownership, Brotherhood, and Excellence.
Why Join Probe CX?
- Competitive salary and performance-based incentives.
- Comprehensive HMO coverage from day one.
- A collaborative culture that celebrates diversity and career growth.
Vacancy posted more than 2 months ago
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