AddressDue to continued growth a rare opportunity exists to join a close-knit team of telecommunications specialists in the role of Customer Support Agent (Helpdesk).
URL Networks is a Telco with a difference. We strive to deliver a high-level of service experience across the board - so only those with excellent written and oral communication skills need apply.
You will receive extensive on-the-job training and be welcomed into a small team working within a hybrid telecommute/Brisbane CBD office-based framework. The successful candidate/s will enjoy a flexible rotating roster to cover 8:30am-8:30pm, Monday-Friday with potential for on-call weekend work down the track as operations continue to expand. A full Driver's Licence is highly desired as there is scope for additional on-site Customer Support opportunities to suit dynamic industry career professionals.
This is a fantastic opportunity for the right candidate.
IT Graduates with long-term rights to live & work within Australia will be considered.
Applications close June 30.
A cover letter detailing your relevant experience and prospective suitability for the role is essential.
About the business
URL Networks is an innovative Melbourne-based Telecommunications provider delivering excellence nationally to our business clients across a wide array of industries. Our ethos is to take the stress out of telecommunications utlising our own custom-designed, sophisticated call-management platform and user portal.
In addition to our corporate clients, we are now proudly servicing the residential market through the launch of our home product, QuokkaNet.
So, if you are a passionate IT professional looking for career development and seeking your next challenge within the telecommunications space - we want to hear from you!
About the role
This role predominantly requires working within a telecommuting framework whereby you will handle inbound helpdesk calls, support tickets and live chat requests in a timely, highly professional manner; providing excellence in issue resolution, fault ownership (where relevant) and consistently offer our valued clients a personal touch as one of our reliable brand ambassadors.
You will also be required to attend regular training and team-working days in our Brisbane-based office space, so reasonable proximity to the CBD and a ready willingness to commute is also a requirement. The successful candidate would also need to be willing to travel interstate as required for additional training/team-building activities.
The specific remuneration package offered is commensurate with experience.
Benefits and perks
What you will gain:
- the convenience & improved work/life balance of routinely telecommuting whilst undertaking your key employment duties
- becoming an integral part of a growing company and contributing significantly to our ongoing development
- face-to-face and remote on-the-job training; with the opportunity to learn from a company director with over 20 years of broad industry experience
- the ability to contribute meaningfully to the company environment, working within a small team where your voice will always be heard and appreciated
- opportunities to attend relevant formal training courses
- opportunities to help innovate, design & lead small projects
- your home office hardware and internet connectivity costs to be covered by the employer
- frequent team-building & training days - both local and interstate
- invitations & travel expenses covered to attend fully catered staff social events (after hours) local to our Melbourne CBD office base
Skills and experience
Candidate Requirements:
- demonstrated understanding of broadband internet configuration and troubleshooting
- excellent English skills, both oral and written
- ability to implement instructions with accuracy and conscientious follow-through; consistently meeting and surpassing customer service expectations
- a personable 'can-do' approach to troubleshooting connectivity issues
- demonstrated ability to be a trustworthy self-starter, working fairly autonomously within a predominantly remote-worker scenario
- adaptability to change and willingness to learn
- ability to work cohesively within a small team environment
- must have access to a suitable dedicated & enclosed home office space
Other Desirable Skill-sets:
- experience working professionally with VoIP, or relevant comparable technical experience able to be demonstrated
- advanced VoIP troubleshooting and debugging abilities are highly desired, but not essential if the capacity to rapidly learn new skills is demonstrable
- experience with MikroTik hardware and RouterOS highly regarded
- some software programming ability viewed highly, but non-essential
- understanding of network infrastructure, backup and maintenance requirements also viewed highly
- formal academic qualifications in IT viewed favourably in lieu of previous industry experience
