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Service Assurance Analyst

6 months ago

Melbourne, Australia VOCUS Full time

Collaborative, receptive team with supportive and team-oriented culture
- Autonomy & flexibility, opportunity to drive change and influence process
- Generous discounts on power, gas, mobile and internet

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.

**About the Role**
We are seeking a proactive & customer focused Service/Technical Assurance Specialist to join the Partner Relations team. The Partner Relations - Assurance Specialist will be responsible for acting as a point of contact and triage point, accountable for managing Vocus’ Products and Solutions, supporting with technical and complex assurance matters, managing escalations, managing partnerships between BPO, Carrier and Customer; along with other internal and external stakeholders.

This is a full-time, permanent opportunity based with hybrid working arrangements in Melbourne, Victoria.

Your key responsibilities in this role will include, but are not limited to:

- Point of contact in Level 2 enquiries for voice and data products acting as a triage point between internal and external stakeholders.
- Direct contact with internal and external stakeholders, monitoring performance against key metrics.
- Act as an escalation point attending to customer requests and major incidents via our escalation or fast track process in compliance with service levels.
- Ensure a high level of customer service is provided to all Vocus customers through the end-to-end Assurance process.
- Maintaining accurate records/documentation for all existing and planned network elements, systems, services and/or circuits.
- Develop and represent Vocus in carrier and customer governance meetings.
- Create and manage reports to improve quality of service and decisions.

**About You**
- Experience in a Telecommunications service environment - incident management/response desirable
- Background or understanding of networks, engineering, NBN or associated technologies is highly advantageous
- Experience in Customer & Carrier relations, commitment to customer service
- Strong data and analytical skills
- Excellent written and verbal communication skills
- Excellent time management and prioritisation of workload

**Vocus Vibes & Perks**
- Collaborative, receptive team with supportive and team-oriented culture
- Great existing client relationships
- Autonomy & flexibility, opportunity to drive change and influence process
- Encouraged career development & progression opportunities
- Hybrid & flexible working arrangements - 2 days in the office, 3 days working from home per week
- Generous discounts on power, gas, mobile and internet - reduce your bills Additional discounts to over 400 retailers.
- Leave offerings - anniversary leave, ability to purchase additional leave & paid superannuation contributions for parental leave
- Study assistance - programs to excel your leading and development
- Health & wellbeing - support and initiatives

LI-Hybrid

LI-Voc