Faults And Helpdesk (Remote)

We’re Hiring: Faults and Helpdesk!

Looking for a role that fosters collaboration, creativity and career growth in a vibrant office environment? We got you covered!

We are currently on the lookout for a Faults and Helpdesk to join our team at Cloudstaff, the #1 workplace everywhere! Get hired from now until December 2024 and get 2 tickets for you and your loved one to this year’s year-end party at The Philippine Arena featuring global musicians, Air Supply.

Think you qualify for the role? Attach a 1-2 minute video intro and introduce yourself to us so we can meet you virtually. Attach this together with your updated CV to become a priority applicant!

Send your application here ➛ CS Jobs – Faults and Helpdesk

Role: Faults and Helpdesk

Work Arrangement: Work from Home

Location: Philippines – CSEverywhere

Schedule: Morning shift

Job Description:

• Responsible in answering inbound calls to the faults queue
• Responsible for Level 1 troubleshooting and fault resolution
• Activation of diversions request whether due to fault or FFS
• Simple programming changes
• Created Fault cases/events in the CRM to be handled by the Case Management team
• Transfer the call to the correct department if necessary
• Reduce the waiting time of the customer in the queue
• Responsible in providing technical assistance and enquiries about all products and services
• Management of Live Chat and Drop box enquiries and faults
• Updating CRM with relevant notes
• Managing customers expectations around SLA’s and restoration times
• Offering diversion and interim options where applicable
• Scanning open cases
• Logging faults with upstream carriers
• Assisting technicians in the field

Handling of PABX enquiries

• Responsible in assisting customers checking phone system programming issues
• Responsible in providing technical assistance and enquiries about the Phone system (E.g. Voicemail issues,
• diversions, ring groups and etc)
• Responsible in escalating issues to service team for necessary onsite visit and hardware issues.

Qualification and requirements:

Skills and Experience:

• Minimum of 2-3 years’ experience in Fault handling and management about Telecom Technologies
• Attention to detail
• Strong organization and analytic skills
• Articulate communication skills
• Responsiveness to requests – a sense of urgency
• Hands on and pro-active approach
• Dispute handling experience
• Customer service orientated
• Knowledgeable in Australian Internet Technology (NBN, ADSL, Configuring routers)
• Knowledgeable in Australian Telephone technology (Analog to VOIP)
• College Graduate from a related field (Engineering/IT)
• Willing to work on site and with rotating shift

Perks & Benefits:

• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment
• Flexible leave credits which may be used for vacation, emergency and sick leaves
• Quarterly perks boxes for WFH staff, offering groceries and snacks to keep you fueled
• Superb and exciting Mid-Year Parties – with items to give away and cash prizes!
• Endless opportunities for career advancement
• Annual Performance Review with Salary Increase
• We set you up for success with a company-provided PC/Laptop and fiber internet connection
• Tech-on-wheels Support
• Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues
• International career growth and connections
• Unlimited cash incentives for hired referrals
• Mental Wellness Employee Assistance program through Lifeworks
• In-house psychiatrist available to support employees’ well-being
• Become part of the Employee Share Units program
• Cloudstaff Dream Points – To be used for bidding useful items like appliances, kitchenettes etc.

Cloudstaff: Build Your Career, Anywhere

Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We’re passionate about creating a work environment that fosters your professional growth and overall well-being.

Why Cloudstaff is the #1 Workplace?

• Award-winning Culture: We’re committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition
• Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement
• Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.

**To become a priority applicant, please share a 1-2 minute video introduction detailing your experience in this specific role. You can upload your video to the CSJobs platforms. Please use a clean, distraction-free background and speak clearly and articulately.