Core purpose: Own the day-to-day support experience for users across all MDU (multi-dwelling unit) sites — the single point of accountability between resident issues and Bitspace's technical/field teams.
Key Responsibilities
Prioritize incoming resident support tickets (connectivity, billing, account, hardware)
Assign and track tickets across the support team
Escalate unresolved or technical-tier issues to network/field teams with clear context
Monitor recurring issue patterns per building/site (e.g. repeat outages, congestion complaints)
Liaise with body corporates / managing agents on site-wide issues or planned maintenance
Maintain up-to-date resident/unit records in Splynx (status changes, moves in/out, plan changes)
Review the four-tab status workbooks (Online, Active, Blocked, Inactive) per site and flag anomalies
Coordinate with field technicians on install/reconnect scheduling tied to support tickets
Daily/Weekly Tasks
Morning ticket queue review and reassignment
Daily check of offline/blocked device counts per MDU site
Weekly summary report to management: ticket volume, resolution time, top issues by site
Weekly sync with field team on outstanding physical-layer issues
Escalation Path
Tier 1 (account/billing/basic troubleshooting ) → resolved directly
Tier 2 (connectivity, hardware) → escalate to network team with ticket + diagnostics attached
Tier 3 (site-wide outage, infrastructure fault) → escalate to PM/senior team immediately
KPIs to track
Average ticket resolution time
First-contact resolution rate
Ticket volume by site (identifies problem sites)
SLA compliance %
Requirement:
Driver’s license
