Customer Technical Support

Full-time | Long-term role | Australian company

Coast Smoke Alarms is an Australian company that installs and maintains smoke alarms in residential homes. We’re looking for a reliable, confident Customer Support Specialist to help customers troubleshoot alarm issues by phone and provide knowledgeable, brand-specific support.

You’ll be guiding customers through how to silence or reset alarms, using your training and product knowledge to tailor support to different smoke alarm brands and types. This is not a script-based role — we need someone who can stay calm, think independently, and explain technical steps clearly.

Your Tasks
Answer inbound calls from tenants and homeowners with faulty/beeping alarms
Provide clear troubleshooting support based on the specific alarm brand/model (full training provided)
Accurately log call notes and job outcomes in our system
Liaise with alarm manufacturers and our team for complex technical issues
Perform admin tasks (e.g. data entry) during quiet periods

What You Need
Excellent spoken English with a calm, clear phone manner
Confidence and patience explaining technical steps in a simple, friendly way
Strong learning ability – must be able to absorb and apply product knowledge across multiple smoke alarm brands
High attention to detail when entering data and taking call notes
Professional and composed under pressure — some callers may be highly stressed, with multiple alarms sounding at once
Fast, reliable internet (25 Mbps+ with backup connection)
Own PC/laptop with headset and a quiet, distraction-free work area

Hours: Monday–Friday, 7am–3pm PH time (9am–5pm AEST)
Training: Provided via Zoom and written guides (paid)
Trial Period: 1 month (paid), then full-time ongoing
Payment: Weekly for first 2 months then monthly

Why Join Us?
Work for a stable, growing Australian company
No scripts — real conversations and real impact
Supportive team culture and zero tolerance for abusive callers
Training provided, and your input is valued