Customer & Vendor Support Specialist (Ubiquiti Unifi) - Freelance, Remote
Magic One
Customer & Vendor Support Specialist (Ubiquiti Unifi) - Freelance, Remote
Description\nAbout the Client
An established, U.S.-based technology partner serving multi-family residential properties, delivering door access, security cameras, resident Wi‑Fi, telecom optimization, and IT support for onsite teams. They act as an embedded extension of property management operations, prioritizing reliability, safety, and long‑term trust over lock‑in contracts. The team moves fast, communicates clearly, and values operational excellence, documentation, and proactive service.\n
Why does this role exist?
This role strengthens premium, customer-facing support as the company scales, combining vendor coordination, client communication, and Tier‑1/2 help desk with hands-on Ubiquiti Unifi expertise for external business customers. You will streamline scheduling and operations, guide clients via phone/video with clear, friendly communication, and ensure tickets, forms, and vendor actions are documented and executed on time. The objective is to reduce operational friction, resolve common Unifi and basic IT issues quickly, and elevate the client experience.
The Impact you’ll makeCustomer and Vendor Support\nJoin/lead customer calls (with permission), summarize next steps, and keep stakeholders updated.\nCoordinate vendor interactions, schedule site visits, and track SLAs and deliverables.\nComplete internal forms, negotiate billing adjustments, and ensure accurate documentation in Zendesk.\n\n
Ubiquiti Unifi Support (External Clients)\n\nTriage and resolve common Unifi tasks (device adoption, SSIDs/VLANs, client connectivity, alerts).\nWalk nontechnical users through Wi‑Fi access, guest portals, basic camera/app access, and password resets.\nDocument controller/site changes, inventory, and topology notes for knowledge continuity.\n\n
Basic IT Help Desk\n\nGuide customers/new hires through simple setup/troubleshooting via video call (e.g., Google Workspace access, MFA, printers).\nTroubleshoot via screen share; escalate clearly to Tier 2/3 when needed with crisp notes.\nCreate and improve step‑by‑step SOPs, FAQs, and quick-start guides.\n\n
Operations and Office Coordination\n\nCoordinate calendars between internal techs, vendors, and property teams; prevent scheduling conflicts.\nTrack orders/RMAs/shipments with the warehousing/fulfillment team; close the loop with clients.\nMaintain accurate records to support investigations and chain-of-custody standards when required.\n\n
Communication and Client Experience\n\nBe exceptionally easy to understand on the phone; maintain a friendly, reassuring tone.\nProactively communicate status updates; link Dialpad recordings/transcripts to tickets.\nGather feedback and surface process improvements that reduce repeat issues.\n
Skills, Knowledge and ExpertiseRequired:\nProven, hands‑on Ubiquiti Unifi experience supporting external business customers (controller, adoption, SSIDs/VLANs).\nExcellent spoken and written English; clear, friendly, easy-to-understand phone and video presence.\nPrior customer-facing support role (help desk/MSP/ISP or similar) with vendor coordination.\nProficiency with Google Workspace, Slack, Zendesk, and handling recorded/transcribed calls in Dialpad.\nAvailability Monday–Friday, 8:30am–5:30pm EST (40 hours/week) with a reliable WFH setup and stable internet.\nWFH Set-Up:\nComputer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.\nInternet speed of at least 40MBPS\nHeadset with an extended mic that has noise cancellation and a webcam\nBack-up computer and internet connection\nQuiet, dedicated workspace at home\n\n\nYour Superpowers:\nTechnical: Ubiquiti Unifi controller proficiency; basic networking (TCP/IP, DHCP, VLANs); remote troubleshooting; Zendesk ticketing; call documentation; Google Workspace fluency.\nOperational: Vendor scheduling, negotiation, follow‑through, SLA tracking, and meticulous documentation.\nCommunication: Empathy, active listening, plain‑English explanations, and strong video-call presence.\nPersonal: Friendly, calm under pressure, organized, proactive, ownership mindset, and collaborative across tiers.\nYou should apply if...\nYou love helping nontechnical customers feel confident and supported on calls and video.\nYou’re energized by coordinating people and vendors, closing loops, and preventing repeat issues.\nYou value trust, transparency, and doing right by clients over short‑term fixes.\nYou thrive in a fast-moving, service‑oriented environment and enjoy improving SOPs as you go.\n\nWhat to expect...
\nWork Setup:\nRemote position\nMust have a reliable internet connection and a quiet workspace\nRequired to provide own computer with Intel Core i5 or something similar or higher operating system\nWorking Hours:\n40 hours per week\nMonday to Friday 8:30am - 5:30pm EST\nCompensation:\n$9 per hour\nNo benefits package included\n
Benefits
Department: Support & Leadership
Employment Type: Full Time
Location: Philippines
Reporting To: Client via Magic
Compensation: $9.00 / hour
Description\nAbout the Client
An established, U.S.-based technology partner serving multi-family residential properties, delivering door access, security cameras, resident Wi‑Fi, telecom optimization, and IT support for onsite teams. They act as an embedded extension of property management operations, prioritizing reliability, safety, and long‑term trust over lock‑in contracts. The team moves fast, communicates clearly, and values operational excellence, documentation, and proactive service.\n
Why does this role exist?
This role strengthens premium, customer-facing support as the company scales, combining vendor coordination, client communication, and Tier‑1/2 help desk with hands-on Ubiquiti Unifi expertise for external business customers. You will streamline scheduling and operations, guide clients via phone/video with clear, friendly communication, and ensure tickets, forms, and vendor actions are documented and executed on time. The objective is to reduce operational friction, resolve common Unifi and basic IT issues quickly, and elevate the client experience.
The Impact you’ll makeCustomer and Vendor Support\nJoin/lead customer calls (with permission), summarize next steps, and keep stakeholders updated.\nCoordinate vendor interactions, schedule site visits, and track SLAs and deliverables.\nComplete internal forms, negotiate billing adjustments, and ensure accurate documentation in Zendesk.\n\n
Ubiquiti Unifi Support (External Clients)\n\nTriage and resolve common Unifi tasks (device adoption, SSIDs/VLANs, client connectivity, alerts).\nWalk nontechnical users through Wi‑Fi access, guest portals, basic camera/app access, and password resets.\nDocument controller/site changes, inventory, and topology notes for knowledge continuity.\n\n
Basic IT Help Desk\n\nGuide customers/new hires through simple setup/troubleshooting via video call (e.g., Google Workspace access, MFA, printers).\nTroubleshoot via screen share; escalate clearly to Tier 2/3 when needed with crisp notes.\nCreate and improve step‑by‑step SOPs, FAQs, and quick-start guides.\n\n
Operations and Office Coordination\n\nCoordinate calendars between internal techs, vendors, and property teams; prevent scheduling conflicts.\nTrack orders/RMAs/shipments with the warehousing/fulfillment team; close the loop with clients.\nMaintain accurate records to support investigations and chain-of-custody standards when required.\n\n
Communication and Client Experience\n\nBe exceptionally easy to understand on the phone; maintain a friendly, reassuring tone.\nProactively communicate status updates; link Dialpad recordings/transcripts to tickets.\nGather feedback and surface process improvements that reduce repeat issues.\n
Skills, Knowledge and ExpertiseRequired:\nProven, hands‑on Ubiquiti Unifi experience supporting external business customers (controller, adoption, SSIDs/VLANs).\nExcellent spoken and written English; clear, friendly, easy-to-understand phone and video presence.\nPrior customer-facing support role (help desk/MSP/ISP or similar) with vendor coordination.\nProficiency with Google Workspace, Slack, Zendesk, and handling recorded/transcribed calls in Dialpad.\nAvailability Monday–Friday, 8:30am–5:30pm EST (40 hours/week) with a reliable WFH setup and stable internet.\nWFH Set-Up:\nComputer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.\nInternet speed of at least 40MBPS\nHeadset with an extended mic that has noise cancellation and a webcam\nBack-up computer and internet connection\nQuiet, dedicated workspace at home\n\n\nYour Superpowers:\nTechnical: Ubiquiti Unifi controller proficiency; basic networking (TCP/IP, DHCP, VLANs); remote troubleshooting; Zendesk ticketing; call documentation; Google Workspace fluency.\nOperational: Vendor scheduling, negotiation, follow‑through, SLA tracking, and meticulous documentation.\nCommunication: Empathy, active listening, plain‑English explanations, and strong video-call presence.\nPersonal: Friendly, calm under pressure, organized, proactive, ownership mindset, and collaborative across tiers.\nYou should apply if...\nYou love helping nontechnical customers feel confident and supported on calls and video.\nYou’re energized by coordinating people and vendors, closing loops, and preventing repeat issues.\nYou value trust, transparency, and doing right by clients over short‑term fixes.\nYou thrive in a fast-moving, service‑oriented environment and enjoy improving SOPs as you go.\n\nWhat to expect...
\nWork Setup:\nRemote position\nMust have a reliable internet connection and a quiet workspace\nRequired to provide own computer with Intel Core i5 or something similar or higher operating system\nWorking Hours:\n40 hours per week\nMonday to Friday 8:30am - 5:30pm EST\nCompensation:\n$9 per hour\nNo benefits package included\n
Benefits
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