Technical Support Manager

Bettersource

Technical Support Manager at Bettersource managing service delivery and operations in telecommunications. Providing technical support and training, while ensuring high quality service to customers.

Posted 5/19/2026full-timeRemote • 🇵🇭 PhilippinesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

VoIP

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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.

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

VoIP technologiesnetwork troubleshootingIP voice principlesnetworking principlesservice delivery managementticketing supportfault diagnosishardware support documentationautomationcustomer self-service

Soft Skills

communication skillscustomer engagementteam collaborationtraining and developmenttime managementmultitaskinginitiativeproblem-solvingmentoringworking under pressure