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Form of workABOUT US:
Hampshire Property Group is a leading provider of residential and holiday park destinations across Australia and New Zealand, offering families and travelers memorable experiences in some of the most beautiful natural settings. We take pride in creating exceptional moments for our residents and guests while preserving the environment and local culture.
ABOUT THE ROLE:
The Level 1 FibreUP Support role provides technical assistance and support to customers experiencing internet-related issues. This position requires a good understanding of basic internet concepts and the ability to troubleshoot and resolve common connectivity problems. The Level 1 FibreUP User Support role will interact directly with customers through various channels to ensure a positive customer experience.
This is a 100% remote position, you will be required to work from your home office, ensuring a suitable and productive working environment.
KEY RESPONSIBILITIES:
Customer Support
- Provide prompt and friendly assistance to existing and potential customers via phone or email.
- Assist to facilitate installations with approved Fibre Up partners.
- Address customer inquiries, concerns, and issues related to internet connectivity.
- Maintain a professional and courteous attitude while assisting customers.
Troubleshooting and Problem Resolution
- Identify and diagnose common internet connectivity issues, such as slow speeds, network configuration problems, and Wi-Fi disruptions.
- Guide customers through basic troubleshooting steps and provide solutions to resolve issues.
- Escalate complex issues to Level 2 support when necessary.
Technical Knowledge
- Stay up to date with the latest internet technologies and services.
- Develop an understanding of the company's internet services and hardware.
- Assist in creating and updating customer-facing support documentation.
Documentation and Reporting
- Document customer interactions and solutions provided in a clear and organised manner.
- Collaborate with the team to report recurring technical issues or trends.
Customer Education
- Educate customers on best practices for optimising their Fibre Up experience.
- Offer guidance on setting up and configuring routers and other networking equipment.
- Show customers how to check the quality of their internet connection
- Meet or exceed performance metrics and service-level agreements, such as response times and customer satisfaction.
KEY COMPETENCIES & SKILLS:
- Strong knowledge of basic internet concepts, networking, and connectivity troubleshooting.
- Excellent Customer Service and communication skills.
- Ability to remain calm and patient in stressful situations.
- Proficiency in using customer support software and tools.
- Problem-solving skills and an attention to detail.
- Flexibility
QUALIFICATIONS & EXPERIENCE:
- Technical certifications
- Demonstrated experience in Administration/Customer Service
- An understanding and basic knowledge of accounting functions including invoicing & daily balancing.
- Strong computer literacy including MS Excel, MS Word, Outlook and accounting applications, e.g. Xero/Stripe
- Knowledge of working with a CRM
Contact
To apply, please submit an up-to-date resume along with a cover letter addressing how you demonstrate the required skills and experience.
Recruitment Agencies
Please note that we will not accept unsolicited resumes from Recruitment Agencies. No fees will be payable to any third party in respect of any candidate introduced without our prior written agreement.
