We’re Hiring: Faults and Helpdesk

Transform your workspace and your career—join us for a flexible work-from-home role that fits your lifestyle!

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.

Role: Faults and Helpdesk

Work Arrangement: Work from home

Schedule: Morning shift

Office Flex is a permanent Work From Home and includes Fiber Internet, Backup Internet, UPS, PC/Laptop. Management of Fault and support inquiries

- 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.

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)

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.

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