Technical Support Shift- 24/7

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

Working as a Technical Support within a customer-facing team you will deliver advanced levels of customer service to all Enterprise & Government Premium severity 1 customers 24/7, 365 days a year controlling end to end accountability. This role is based in Melbourne, VIC and reports to the Corporate Helpdesk Manager.

Responsibilities

Investigate and action all Enterprise & Government fault tickets including Complex Premium Severity 1 customer and “Direct to Level 3) Incidents and Escalated issues as required, owning, managing and resolving customer issues while keeping the customer informed

Assist in incident triage with customer, 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

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

Work to increase one’s own level of product knowledge and related internal processes and sharing knowledge with others in the team

Develop in depth knowledge of the processes, procedures, systems and technical issues affecting customers

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

Knowledge and experience

Cisco Certification required (CCNA. CCNP IP/Routing Modules)

Tertiary qualifications highly regarded but not essential

2 years’ experience within a Customer Facing environment, dealing with Key, Corporate or Wholesale accounts

Complete understanding of WAN Switching protocols ATM, MPLS and PPP.

Complete understanding of IP routing protocols IP, EIGRP, IGRP, RIP, OSPF and BGP++

Familiarity with Cisco routers and switches, Huawei devices, familiarity with various Voice platforms and Telstra Wideband access technologies

Familiarity with NBN access Technologies (FTTC, FTTN, FTTP, Wireless & HFC)

Good problem-solving, troubleshooting and decision-making skills

Shows evidence of good analytical skills and the ability to use and interpret information from multiple systems/sources

Ability to manage and resolve customer issues within SLA requirements and provide first point of resolution

Technical experience with Cisco & Huawei commands, networking tools (ping, traceroute), DNS, email systems, and mail servers.

SDN experience would be an advantage