Technical Support Specialist

3 weeks ago

Melbourne, Australia VOCUS Full time

Hybrid Working - 2 days in the office, 3 days' work from home
- Use your skills to navigate complex escalated technical problems.
- Generous discounts on Power, Gas, Mobile and Internet

**About Vocus**

We’re a leading specialist fibre and network solutions provider that’s all about making things better, simpler, and easier, for both our customers and team members.

Our mission is to be the challenger that our customers deserve, and our people are proud of every day. We are Australia’s fourth-largest telco and a leading specialist fibre and network solutions provider, connecting Australia and New Zealand to the world. We bring together some great retail brands, too. We’ve built, own, and manage our own networks. We work hard to be united team, dedicated to providing amazing experiences for our customers.

**The opportunity**
This is an exciting permanent full-time opportunity based in Melbourne or Sydney reporting into the Business Operations Manager within Vocus’ s Enterprise and Government division. As Technical Support Specialist you are the key technical resource of knowledge for Commander and will be responsible for providing efficient and effective technical assistance to customers and internal users, resolving their issues, and ensuring optimal functioning of hardware, software, or systems. This includes diagnosing problems, offering guidance, troubleshooting, and facilitating smooth operations to enhance user satisfaction and productivity.

**What you’ll be doing day-to-day**
- Understanding the complexity of escalated technical problems to properly diagnose and implement solutions in the most cost-effective manner.
- Providing third level support by voice and electronic means, creating solutions to and/or working around
- Ensuring the dispersal of pertinent information to technical support staff regarding products, services and clients.
- Monitoring and maintaining offshore Technical Support staff policies and procedures.
- Managing client expectations and escalating critical situations to management.
- Ensuring accuracy and quality of work and encouraging innovative action.
- Recommending and promoting technical and professional solutions to customers and thoroughly documenting tests and bugs.
- Developing and delivering training to other staff and partners and identifying training needs within the team and ensuring individual development improves team and individual performance.
- Participating in product/platform regression testing and providing feedback to Product Managers and Marketing organisations for future product release planning.
- Researching, collaborating, resolving, or developing new ways to deal with complex Customer Relations issues.

**You’ll bring to this role**
- BroadSoft IP Voice platform experience
- Excellent communication skills, organisational and administrative ability.
- The ability to interpret the complexity of technical problems.
- Ability to manage time and workflow to meet service levels couple with the ability to exercise judgement in seeking advice and counsel.

***

**Vocus Vibes & Perks**

Our business is crazy about customers. We use disruptive thinking every day to deliver incredible experiences to our customers and teams. We empower our people to Do it. Own it. Love it. and that’s why they choose to work for us. Here, it’s never just a job - we care about what we do and the impact we have, and that’s what connects us.

We offer:

- Diverse and dynamic teams with a supportive culture.
- Comprehensive ongoing training, support, and development opportunities.
- Hybrid Working Environment - 2 days in the office, 3 days working from home.
- Generous discounts on Power, Gas, Mobile and Internet; plus, discounts to over 400 retailers.
- Leave Offerings - Anniversary leave, ability to purchase additional leave and paid superannuation contributions for parental leave.
- Study Assistance - Programs to excel your leading and development.
- Health & Wellbeing - Support and initiatives.

***

**#LI-VOC**

**#LI-Hybrid

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