Unified Communication Support Technician - Tier 2

Are you a UC or Voice Support Champion with exceptional people skills? Do you love helping others and know how to make them feel supported? 

As a Tier 2 Technical Support Technician in the Access4 Support team, you’ll be responsible for working with customers (we call them Partners), answering support requests (tickets) by phone and email through our SASBOSS™ platform.

The Access4 Support team looks after the post-sale experience for our partners, and we’re really focused on making it the best experience possible, we’re actually famous in the channel for it! Partners come to us because something is ‘broken’, and our job is to fix it and educate them on the way so they become self-sufficient. 

This is where you come in. You’ll use empathy, listening, and communication skills to help them feel understood and prioritised, quickly building rapport and championing their needs. You’ll take ownership of their request and see it through to resolution. You’ll help them solve their issue by sharing product knowledge or offering innovative solutions so they can use our products easily and effectively.

We’ll give you training to learn how to use and configure our software and understand our Partners' needs and business processes. And you’re supported all the way. While many requests are handled individually, our Technical Assistance Centre is a highly collaborative team, and you’ll frequently work with and learn from each other, engineers and people in the business while triaging and escalating tickets.

Where you’ll work:

Melbourne (hybrid work model – office-based and work-from-home)

Your new role:

You’ll be responsible for working with Unified communications and voice technology, providing Access4’s Partner community with a superior customer service experience by effectively triaging, escalating and resolving incidents and requests through the Technical Assistance Centre (TAC). 

Duties include:

Being the primary contact for incoming enquiries

• Resolving issues over the phone and escalating higher complexity and urgent tickets and phone calls to a senior team member
• Assist in troubleshooting call flow configuration and implementation
• Assist in supporting our Partners in deploying UCaaS hardware and configuring Access4’s UC products and services to their customers.

Why you’ll be a great fit:

 You’re a people person who finds it easy to build rapport.

• You have exceptional customer service and communication skills - both verbal and written.
• You’re known for your high standards of presentation
• You have a logical approach to problem-solving, be well organised with the ability to multi-task and think clearly in pressurised situations
• You enjoy collaborating with others to develop your skillset and share knowledge
• You have a deep sense of curiosity and a desire to understand how complex things work

On the tech side

 We’d love you to have previous experience:

• Minimum 2 years providing L2 technical support through ITIL ticketing systems, 
• With SIP and VoIP telephony, SIP trunks, fault isolation and resolution
• BroadSoft and PBX Configuration are not essential but highly valued. 

Why Access4

People choose Access4 for our down-to-earth, collaborative, supportive and Partner-first culture. We invest in our people and empower them to bring their best selves to work, personally and professionally. We promote a diverse and inclusive environment with a strong focus on wellbeing, leadership and development.

We’re a leading provider of enterprise communications and have achieved 100% year-on-year growth since we were founded in 2016. Access4 began as a vision to bring telecommunications and collaboration software to the MSP market through an automated, singular platform to sell, provision and invoice customers. Today, our SASBOSS™ platform offers product development with high-quality providers and end-to-end partner enablement for market success. 

 Why we’ll be a great fit for you:

 This is a chance to join a supportive, inclusive and high-growth tech company, working on a product that is changing the way the world can communicate

You’ll benefit from:

• Our ongoing commitment to flexibility, well-being and mental health
• Professional or personal development budget
• Genuine career progression opportunities—we want you to grow with us
• An extra five days of paid leave per year for defined life events
• Paid birthday leave
• Free gym membership near the office 
• Reward interstate trips for high achievers
• Regular team events
• Industry events and recognition programs