Sydney, AustraliaCompany: Singtel GroupAt Optus, we have an ambitious goal to be Australia's most loved everyday brand.Based in Macquarie Park, Sydney this role will provide customer service at a residential level to Retail Service Providers over a multiple product mix but not limited to, NBN (residential and business), ULL and wholesale service desk product set.NBN network Analyst team will be responsible for delivering a superior level of customer service through the successful management of service connections, service assurance and major outages reported in accordance with Service Level agreements.Your day in the life of a Network Analyst at Optus
- Act as first point of contact for Optus Wholesale customers to OWS
- Specialist in relevant products, processes and systems
- Effectively manage 3rd party outages and network/system outages
- Conduct validation of services, test and troubleshooting to isolate/replicate faults affecting Optus Wholesale products
- Log faults isolated to the ULL/NBN network directly to the 3rd party network provider
- Proactively report and communicate escalated issues or trends affecting wholesale customers
- Escalation management internal and external to avoid breaches
- Understand the products and services offered to the Optus Wholesale customer base and understand how Optus network issues affect our individual customers' business
- Solid customer service, customer care, operations or process experience
- Cert 3 or higher in Telco or other relevant tertiary studies
- Ability to escalate highly visibility fault to management for issues based on customer impact and product SLAs
- Experience identifying process improvements and recommend changes, with follow through to implementation of approved recommendations
- Ability to understand the customer's requirements and act on their behalf to groups within Optus and take appropriate action
- Competitive salary and performance incentives
- Discounts to Optus products and services, and to over 400 retailers Australia-wide
- Training, mentoring and development opportunities (ask us about OptusU!)
- Up to five days of Volunteer Leave per year
- A “connected” day for you to use to connect to something you are passionate about
- Hybrid ways of working
- Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office
- Sydney Campus; 20mins from CBD via our Optus bus. Our 999 Metro Connect service connecting you to and from Macquarie University Metro Station to Optus Campus every 6-8 minutes, morning and afternoon!