Customer Service Staff - Internet Provider Australia (Home Based Part Time) in National Capital Reg, Philippines

at Virtual Coworker

Consumer Services
Customer Service
Minimum Qualification
Required Experience
1 - 3 years
Employment Type
Male or Female
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Job Description

The client is an Internet Provider Company Based in Australia that provides Guest WiFi Management Systems and have a wide range of clients from hotels to resorts and universities within Australia.



• Answer incoming customer support calls from clients and their guests/customers and monitor the system and ensure uptime on all sites
• Contact the customer via email or phone and ensure that the device is re-booted and ascertaining what the problem was when routers go offline at customer sites
• Troubleshoot as much as possible before escalating on to the next support level
• Amend and tweak the support document provided to you based on the calls and how they were solved – this will enable a good solid support document that can be used for reference
• Accommodate client calls and inquiries in a timely and polite manner 
• Provide customer support for 7 days a week
• Contacting the customer via email or phone and ensuring that the device is rebooted
• Escalation would be required if the problem was unable to be resolved 
• Monitor bandwidth usage for every user and control their upload/download speeds
• Create and maintain reports every end of shift to detail any downtime or routers that went offline that need to be monitored further
• Assist with billing and other ad-hoc tasks as requested


• 2 to 3 years of experience with providing customer and administrative support 
• Excellent English is imperative – both spoken and written communication
• Excellent phone and email etiquette
• Strong Customer Service orientation
• A good knowledge of devices would be handy– eg: Apple devices, Android devices, Windows devices to help connect customers
• Experience with using VOIP
• Autonomous
• Quick thinker 
• Willing to work part time 4-5 hours a day AU time (Shifting Schedule)
• Amenable to start immediately

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