Job Description :
Role Description and Responsibilities
Working for a diverse client range, you will provide Technical Support to customers Telco concerns like NBN / Fiber and other Product related support inquiries.
Required Skills and Qualifications
WHAT WOULD THE HIRE BE RESPONSIBLE FOR?
Follow agreed operational processes & procedures
Ensure all activity and relevant information is accurately recorded in the service-desk system, including updating tickets with notes in all instances
Actively look for ways to improve products, processes, efficiency and support capability
Communicate unplanned outages & scheduled maintenance in accordance with agreed procedures (both product and internal systems)
Test and document workarounds
Respond to faults and service issues within agreed SLA
Rectify faults and service issues within agreed SLA
Communicate fault status to end-customers and service providers within agreed SLA
Own issues and queries end to end, provide a single point of contact
Engage internal and external parties to drive issues through to resolution
Pro-actively monitor recurring issues via intensive care program
Process service Moves, Adds & Changes (MACs) within agreed SLA
Interface with networks team to ensure pro-active monitoring of core network nodes. Current queue worked include NBN
Residential and business customers only but may expand
Identify training needs for self, colleagues and service providers and work with L&D to resolve
Ensure Knowledgebase and other documentation is relevant & accurate
Recommend updates to training documentation and modules as required
Deliver training in conjunction with L&D as requested by Line Manager and / or Senior Management
Educate the customer where possible, regarding issue resolution to enable self-resolution in future
WHAT IS NEEDED TO QUALIFY?
2 + years experience in a comparable role
Exposure in doing Technical Support for a Telecommunications Company, supporting NBN or Fiber.
Experience supporting PBX and hosted voice is a BIG advantage, but not required
Excellent Communication skills and Customer Service Orientation
Experience in supporting an Australian Telecommunication company and knowledge is a BIG advantage but exposure to support other Telecommunication companies is a Must.