Technical Success Specialist (B2B AU Telco)

Discover your 100% YOU with MicroSourcing!

Position: Technical Success Specialist (B2B AU Telco)

Location: BGC, Taguig

Work setup & shift: Onsite | Day shift

Be a part of something big at Microsourcing!

We're building a new team to support a dynamic challenger in the Australian telco space; a company committed to redefining customer experiences and pushing the boundaries of digital innovation.

Our client serves mid-market to large enterprise customers and is committed to building a sustainable, high-performance environment in the Philippines. We partner with our client to foster an inclusive culture that attracts, develops, and retains top talent—creating an exceptional place to work while enabling the delivery of a world class service centre

This is your chance to contribute to projects that connect millions nationwide while working with cutting-edge technology. Join us on this exciting journey and grow your career with a company that's at the forefront of the telecommunications industry!

Job Summary

The Technical Success Specialist is a technically focused role that provides critical support to the internationally based Client Success Managers and Account Teams, ensuring clients successfully achieve their business objectives using products and services. This role focuses on leveraging technical domain expertise to deliver a high-quality remote engagement experience, supporting day-to-day client interactions, and ensuring seamless service delivery through effective communication, coordination, and problem solving.

Ther role also leverages technical domain expertise to support solution adoption, working closely with the account team to ensure client satisfaction and value realization. The Client Success Specialist is also involved from the onboarding phase through the entire client lifecycle and may support vendor-driven success programs and certifications.

Domain expertise in Contact Centre solutions and SD-WAN and EX technologies is highly desirable, particularly from an advisory and solution-support standpoint.

Your Role

As a Technical Success Specialist , you will:

Client Relationship & Support

• Serve as a remote technical point of contact, maintaining proactive communication with client stakeholders under the guidance of the Client Success Manager.
• Develop strong working relationships by understanding client needs and aligning them to technical outcomes from their investment in products and services.
• Support client onboarding activities to ensure smooth adoption of solutions.
• Assist in addressing client technical inquiries, issues, and escalations in a timely manner.

Success Management

• Provide technical recommendations and insights to drive utilisation and successful adoption of Products and Services
• Proactively monitor client health and highlight risks, opportunities, or service trends.
• Support the preparation of client health reports, service reviews, and value realization presentation by leveraging technical domain expertise.

Implementation & Delivery Support

• Collaborate with internal delivery, project management, and operations teams to support timely solution implementation.
• Provide technical advisory input on Contact Centre and SD-WAN solution alignment with client requirements.
• Support knowledge transfer sessions and user adoption initiatives.

Continuous Improvement & Innovation

• Capture and analyse client feedback, surfacing insights to improve both customer experience and internal delivery processes.
• Stay current with relevant technologies (Contact Centre, Unified Communications, SD-WAN) to provide informed guidance and support.
• Participate in vendor-based programs, certifications, and success frameworks as assigned.
• Support hardware and software lifecycle management commitments by providing recommendations

Collaboration

• Maintain strong coordination with Australian based Client Success Managers, Solution Architects, Sales, and Delivery to ensure joint focus on client outcomes.
• Assist with cross-sell and up-sell identification through discovery and data gathering.

What You Need

Non-negotiables

• 2–4 years of experience in client success, service delivery, or account support (enterprise or mid-market).
• Strong verbal and written communication skills for effective remote engagement.
• Familiarity with Contact Centre technologies (NiceCX, Cisco) EX technologies (MS Teams and Webex calling) and SD-WAN solutions.
• Experience in contributing to account success through proactive client support and operational insight.
• Strong organisational and coordination skills in distributed team environments.

Preferred Skills/expertise

• Previous experience in a technical specialist role support contact centre or SD- WAN solutions.
• Hands-on experience with service adoption, onboarding, or user enablement programs.
• Vendor certification or training in Contact Centre or SD-WAN solutions.
• Data analysis and reporting skills to support health checks and business reviews.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Why join MicroSourcing

You'll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Experience a culture that values your time, offering a balanced schedule and team-driven initiatives designed to help you enjoy life beyond work.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

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