Technical Support Specialist | Onsite, Ortigas

TECHNICAL CUSTOMER SUPPORT REPRESENTATIVE

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WHAT IS A TECHNICAL CUSTOMER SUPPORT REPRESENTATIVE?

Our awesome client, a fast-growing, global provider of positioning and automation technology, is looking for a Technical Customer Support Representative to be part of their Customer Support team.

As a Technical Customer Support Representative, you will be the first point of contact for customers across Australia, providing responsive support through calls and emails. You will assist with software activation, file uploads, account access, connectivity, and subscription setup while developing your technical troubleshooting skills. With structured training and support, you will have the opportunity to grow into more advanced technical diagnostics and resolution.

WHAT WILL BE YOUR MAIN RESPONSIBILITIES?

· Serve as the first point of contact for customer calls and emails, ensuring every case is properly logged, qualified, and managed.

· Assist customers with software licence activation, file uploads, configuration, and setup across enterprise platforms.

· Troubleshoot connectivity issues and subscription setup for specialised field hardware and services.

· Manage user accounts, permissions, and access across multiple customer-facing systems.

· Develop the ability to diagnose and resolve technical faults, escalating complex issues to Australia-based technical specialists when required.

· Maintain accurate and comprehensive documentation of customer cases, technical reports, and product feedback.

· Deliver a consistently professional and customer-focused experience, even during periods of high call volume.

· Collaborate with the wider support team to ensure issues are followed through to resolution and customers receive timely updates.

WHAT ARE WE LOOKING FOR?

· Experience in a customer-facing, problem-solving, or technical support role.

· Strong verbal and written communication skills with a genuine customer-first approach.

· A calm and professional attitude when handling high-volume customer enquiries.

· Comfortable using electronic documentation and learning new software systems and platforms.

· Strong problem-solving skills and the ability to approach technical issues logically and methodically.

· Excellent attention to detail and a commitment to accurate documentation.

· Willingness and ability to learn specialised technology, software, and field hardware.

· Willingness to work rotating early-morning or afternoon shifts aligned with Australian business hours.

· A background in surveying, machine control, auto-electrical, design, engineering, or a related technical field is highly desirable but not required.

· Willingness to undergo comprehensive training and progressively take on more complex technical support responsibilities.