Technology Support Specialist AU Mortgage And Finance Flexi

Schedule: Monday - Friday (07:00 AM - 04:00 PM PHT)

What are we looking for?

Essential

Skills Required:

• Experience: Minimum 3 years of customer-facing experience in a Technology Support or Help Desk role, ideally supporting a SaaS platform.
• Level 1/2 Proficiency: Proven experience working in a multi-leveled support team that is geographically distributed.
• Communication: Excellent oral, written, and presentation skills; able to translate complex technical issues into clear, empathetic language for non-technical users.
• Technical Aptitude: A "technically minded" approach—the ability to jump into a new platform and understand it within a short period.
• Agility: Ability to operate and succeed in an agile, cross-functional environment.
  
  

Desirable

• Industry Knowledge: Experience in a lending environment (home loans, asset finance, banking).
• Tooling: Experience with Freshdesk, Talkdesk, Postman, Salesforce/Hubspot, and ClickUp.
  
  

Technical Competencies

• Log Analysis & Observability: Ability to interpret JSON payloads, API response codes (e.g., 401 vs. 500 errors), and basic SQL queries.
• Monitoring Tools: Proficiency in setting up triggers or alerts in Pendo or Honeycomb.
• Security & Compliance: Deep understanding of PII (Personally Identifiable Information) handling and basic Okta/SSO workflows for access escalations.
• Technical Writing: Ability to write clean, scannable SOPs using Markdown.
  
  

What will you do?

Advanced Technical Investigation & Triage

• End-to-End Ownership: Manage high-priority escalations with a "First Time Right" mindset, ensuring accountability from the initial report to a verified fix.
• Root Cause Analysis: Utilize logs, API testing, and observability tools to identify why a bug is occurring rather than just reporting symptoms.
• Multi-Channel Support: Investigate inbound tickets via outbound phone calls, remote sessions, and informative, genuine email communication.
• Developer Readiness: Author comprehensive investigation reports (including JSON payloads, screenshots, and replication steps) to minimize engineering follow-up.
  
  

Incident Leadership & Proactive Monitoring

• Crisis Management: Never waste a crisis; maintain a calm demeanor and provide an escalation point for customers and internal stakeholders during high-pressure outages.
• Outage Detection: Actively monitor system health via Honeycomb and Slack to identify "noise" patterns before they escalate into full-scale outages.
• Trend Analysis: Conduct weekly reviews of ticket data to identify recurring "Product Gaps" and present findings to Product Managers to influence the development roadmap.
  
  

Performance & Documentation

• Performance Tracking: In collaboration with the Team Leader, monitor metrics including Customer Satisfaction (CSAT), First Contact Resolution (FCR), and Average Response Time.
• Documentation Architecture: Maintain the "Source of Truth" for technical workarounds, ensuring the knowledge base is logically structured for rapid searching.
  
  

Quality Assurance & Optimization

• Smoke Testing: Perform "Real World" testing on bug fixes in production to ensure they meet the actual needs of the brokers and customers.
• Release Advocacy: Review bi-weekly release notes to anticipate how new features might impact support volume and prepare the team accordingly.
• Workflow Automation: Identify manual, repetitive tasks and implement automations using Zapier or ClickUp to streamline team workflows.
  
  

JOIN CONNECTOS NOW!

ConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice.

Get the amazing chance to work for our client --- Australias top supplier of office products for small and medium-sized businesses, students, and households, with a nationwide presence and over 3 billion dollars in revenue.

#JoinConnectOS #ConnectOSCareers #ConnectOSNonTech

Equal Employment Statement

Employment decisions at ConnectOS will be conducted without consideration of factors such as age, race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes.

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