Technical Support (DAYSHIFT, WFH - AU Electrical Industry)

Role Summary

Category: Electronics

• 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)

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.

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.

1. 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.

1. 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.

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

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

1. 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.
• Details

PERMANENT DAYSHIFT, REMOTE/WFH PHILIPPINES

• Position Description: Customer - Technical Support
• (DAYSHIFT, WFH - AU Electrical Industry)
• Fulltime - 40 Hours