Customer Support Technical Specialist

We've only just begun, but what a beginning. In a once in a generation moment, we've brought together powerful brands to create one united force. TPG Telecom has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara, AAPT and felix. The latest technology and brave thinking let us connect our people and communities. You could play a role in that. A big one. We invite you to bring your boldness and stand out. You are empowered. Opportunities are plenty for those ready to accept the challenge.
This opportunity
This is an excellent opportunity to join TPG's Technical Support Team as a Technical Support Officer working in a customer-facing team to deliver advanced levels of customer service to all Enterprise & Government customers, controlling end-to-end accountability.
Working as a Customer Support Technical Specialist within a customer-facing team you will deliver advanced levels of customer service to all customers, controlling end to end accountability and assist in incident triage with customer, consultants, and specialists to attain highest possible level of Customer Satisfaction and fault restoration related to voice, data, cloud, IP, IoT, Mobility products and other enquiries of a general nature that require resolution in a timely and competent manner.
Responsibilities

• Investigate and action Complex customer Incidents and Escalated issues as required, owning, managing and resolving customer issues while keeping the customer informed.
• Assist in incident triage with customer, consultants and specialists to attain highest possible level of Customer Satisfaction and fault restoration.
• Understanding both customer and organisational requirements and following established processes to meet these requirements in a professional, expert and responsive manner.
• Handle simple and complex customer issues and enquiries and track to completion.
• Manage non-complex provisioning modification related tasks.
• Ensuring that customer interface systems are kept up-to-date with all interactions and relevant information.
• Respond to customer enquiries within expected timeframes and SLAs.
• Develop in depth knowledge of the processes, procedures, systems and technical issues affecting customers.
• Work with a high degree of autonomy and manage own work under guidance, with authority to use discretion and judgement to make certain decisions in relation to actions and responses to specific customer matters.
• Managing customer and internal relationships, negotiating across the organisation where required to resolve customer issues
• Achieving defined customer experience targets that drive an enhanced customer experience.
• Escalating where resolution cannot be achieved within an effective and timely manner and in accordance to internal SLA's.
• Owning and delivering optimum customer service to internal and external customers.

Knowledge and experience

• Experience within a Technical call centre Support environment
• Excellent communication skills to encourage team members to follow and facilitate success
• Ability to think through problems and visualize solutions
• Basic understanding of IP routing protocols IP, EIGRP, IGRP, RIP, OSPF and BGP
• Basic understanding of Voice products and SIP protocols.
• Working towards or holding a vendor certification (CCNA, JNCIA, NSE4 etc) or equivalent workplace experience.
• Understanding of DNS and webhosting
• Strong understanding of network infrastructure and network hardware
• Ability to work within a team and autonomously
• Strong Communication skills both written and oral.
• Good customer engagement and ability to work under pressure.
• Ability to manage and resolve issues within a tight SLA environment.
• Excellent time management and ability to multi-task where possible

Benefits and perks

• Flexible hybrid way of working (from home and office)
• 'Stay Connected Mobile' - Access to a free mobile plan
• 'Stay Connected NBN' - Access to a free NBN 100 plan
• 'Your Leave' - an additional 4 days of leave to be used whenever you like - every year
• Access to TPG Learning Hub platform and internal development opportunities
• Access to Corporate Partner Discounts

Bolder and better together!
Don't meet every single requirement? We're ok with that. Studies have shown that women and those of underrepresented groups are less likely to apply for roles unless they meet every single criteria. At TPG Telecom we recognise that what may make you different, makes the difference!
We're all about enabling every individual to be their authentic selves and creating a place where everybody belongs. If you are excited about this role, but your experience doesn't align perfectly with every qualification in the job description, we encourage you to APPLY NOW regardless. You may just be the right candidate for this or perhaps another similar role with us.
We are a 2024 Circle Back Initiative Employer - we commit to respond to every applicant.
Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes.
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