Technical Support Manager

Technical Support Manager About us Bettersource is the leading provider of global staffing and outsourcing solutions to companies in Australia & New Zealand. About the client Our client is a Wholesale Managed Service Provider offering a range of value added services via an Australia wide dealer network. The major product lines are SIM Only mobile plans, AI Voice, SMS, Hosted Yeastar Cloud, SIP Voice, Teams Direct Routing, and Business Grade Internet. About the role Manage the end-to-end process of service delivery and operations - both upstream with tier 1 carrier partners and downstream with customers. Provide phone and email support to all customers, delivering professional and technical assistance during the provisioning of mobile, VoIP, and internet services, as well as post-activation support to resolve faults and address customer queries. Design and configuration VoIP deployments. Act as a technical escalation point for voice engineering team members. Provide ticketing support by troubleshooting network faults and service issues, and ensure timely callback and ticket updates. Handle escalated trouble tickets by diagnosing and resolving voice and network faults, while mentoring staff to deliver high-quality service to customers. Demonstrate strong technical aptitude to understand complex issues, resolve high-level fault conditions, and support diverse network technologies. Identify knowledge gaps and define necessary team resources, including recommending training courses and sourcing external trainers where required. Collaborate with engineering teams to develop hardware support documentation, troubleshooting guides, and training materials for the company product suite. Work with the in-house development team to improve workplace tools, automation, and customer self-service options to enhance support efficiency. Provide after-hours on-call support for escalations to management and corporate support teams, and handle scheduled out-of-hours work requests for internal and external stakeholders. About you At least 5 years’ experience in the Telco/ISP industry. At least 5 years’ experience in the LAN, WAN, and networking sector. Excellent understanding of VoIP technologies and processes. Demonstrable experience using tools such as Claude to improve business efficiency. Ability to work both independently and within a team. Ability to train others and develop course materials. Strong communication skills, both written and verbal. Expert knowledge of IP voice principles and design. Expert knowledge of networking principles and design. Strong customer engagement skills and ability to work under pressure. Ability to manage and resolve issues within a tight SLA-driven environment. Excellent time management skills with the ability to multitask effectively. Demonstrates initiative and a willingness to go above and beyond to deliver an excellent customer experience. What we offer Top-of-market salaries. Independent work - from the comfort of home. Your output is important, not how or where you work. An unparalleled work culture. Bettersource is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability status.