WFH Technical Customer Support Representative

Job Description

Remote Technical Customer Support Representative (Phillippine) Work-from-Home Independent Contractor At E.Tel Mobile , we provide affordable, reliable, and customer-first telecommunications services to customers across Australia. As we continue to grow, we are looking for a reliable, detail-oriented, and customer-focused Technical Support Representative to join our remote team. This role will primarily focus on supporting our NBN customers, including troubleshooting, provisioning follow-ups, customer enquiries, order updates, admin tasks, and high-volume calls and emails. The role may also assist with general customer enquiries for other E.Tel products when required. This position is suitable for someone who enjoys solving problems, can stay calm under pressure, and is comfortable learning technical processes while still delivering a professional and empathetic customer experience. We are looking for someone who is proactive, persistent, and comfortable taking ownership of issues until they are resolved. NBN provisioning issues often require multiple follow-ups with providers, and responses can sometimes be slow or unclear. Because of this, the right person needs to actively follow up, investigate the issue, ask the right questions, and keep pushing for a resolution instead of waiting passively. What You’ll Do Communicate with customers via phone, email, and chat in a friendly and professional way. Primarily support NBN customers with troubleshooting, modem setup, connection issues, service activation, transfer orders, and general NBN enquiries. Assist with NBN provisioning tasks, including new orders, transfer orders, appointment updates, service status checks, and customer follow-ups. Assist with general customer enquiries for other E.Tel products when needed, including mobile plans and travel eSIM enquiries. Coordinate with internal teams and providers to help resolve customer issues. Update and manage customer accounts using internal systems. Assist with onboarding new customers, retaining existing customers, and introducing other products. Collaborate with team leads and share feedback to improve processes and customer experience. What We’re Looking For 1\+ year of customer service or BPO/call center experience. Strong English communication skills (verbal and written). Solid computer literacy, comfortable multitasking across multiple systems. Problem-solving mindset with the ability to stay calm under pressure. High integrity when handling sensitive customer information. Willingness to work flexible shifts (including evenings/weekends if required). Work-from-Home Setup Internet : Stable connection with at least 25 Mbps download. Computer : Intel i5 (or equivalent), 8GB RAM, 256GB SSD minimum. Accessories : Webcam \+ noise-cancelling headset. Workspace : Quiet and private home office environment. What We Offer Competitive pay (in PHP contractor basis). Flexible work-from-home arrangement. Paid training and ongoing coaching to set you up for success. Supportive, collaborative team culture. Performance incentives for top performers. How To Apply Send your CV and a short cover letter to recruitment@etel.com.au with the subject line: Remote Technical Customer Service (Philippine) – Independent Contractor – \[Your Name] Job Types: Full-time, Permanent, Contract Pay: Php25,000\.00 - Php35,000\.00 per month Benefits Work from home Application Question(s): Do you have stable internet and power at home? Experience: Customer service: 1 year (Preferred) Language: fluent English (Required) Chinese (Preferred) Work Location: Remote