Position Summary:

MaxoTel are seeking a Technical Customer Support Representative (CSR) to join our frontline support team. This role is ideal for a problem-solver with strong technical thinking skills who can effectively assist customers with Cloud-based VoIP, PBX, NBN and Mobile solutions, while also assisting with Sales and Billing enquiries. The Technical CSR will serve as the first point of contact for troubleshooting VoIP, mobile and internet issues, providing excellent customer service while diagnosing and resolving technical challenges.

Key Responsibilities:

- Serve as the first line of support for customers using our Cloud-based VoIP solutions, nbn service and mobile services, providing guidance via phone and email.

- Diagnose and resolve common VoIP issues, such as connectivity problems, call quality concerns, SIP registration failures, and configuration errors.

- Assist customers with VoIP setup, network troubleshooting, and best practice recommendations to optimize call performance

- Diagnose and resolve common nbn issues

- Provide guidance on common mobile service queries

- Escalate complex or unresolved technical issues to higher-tier support teams while maintaining ownership of the customer case

- Maintain up-to-date knowledge of VoIP technology, SIP protocols, networking principles, and cloud-based telephony to support customers effectively

- Provide step-by-step troubleshooting instructions and document solutions in the company’s knowledge base for internal and customer use

- Identify recurring issues and suggest product or process improvements to enhance customer experience

- Educate customers on system features, configurations, and troubleshooting methods to empower them to resolve minor issues independently

- Follow established service-level agreements (SLAs) to ensure timely and effective support response

- Assist in onboarding new customers by guiding them through initial setup and configuration of VoIP & PBX services

- Support customers in completing online sales forms and provide general knowledge of the sales process to help facilitate new service activations

Required Qualifications:

- Technical mindset with experience in VoIP, networking, or IT-related customer support

- Strong knowledge of VoIP protocols (SIP, RTP, etc.), PBX systems, and cloud-based telephony solutions

- Experience with configuration of cloud-based VoIP platforms, SIP trunking, and hosted PBX solutions

- Understanding of networking fundamentals (e.g., routers, firewalls, QoS, NAT, DHCP, DNS, port forwarding)

- Prior experience in a technical support or helpdesk environment, preferably within a VoIP or telecommunications company

- Knowledge of NBN services, including how they interact with VoIP solutions.

- Ability to troubleshoot and diagnose issues logically while maintaining excellent customer service.

- Strong communication skills, both verbal and written, with the ability to explain technical concepts in an easy-to-understand manner.

- Proficiency in using ticketing systems, remote support tools, and diagnostic utilities.

- Ability to work independently and efficiently in a fast-paced, customer-oriented environment.

Preferred Qualifications:

- Certifications in VoIP technologies, networking (CCNA, Network+), or IT support (CompTIA A+, ITIL) are a plus

- Experience with NBN sales/support, and provisioning/assurance

Work Environment & Benefits:

- Remote/Work from home

- Competitive salary

Training and certification reimbursement opportunities.

Join our team and help us deliver high-quality, customer-centric voice and connectivity solutions while expanding your technical expertise in a growing industry!