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Contact Centre - Technical Support Consultant

Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions.

Join our onsite contact centre as a Technical Support Consultant and help shape the future of customer experience at Optus. In this role, you’ll provide exceptional technical support and connectivity solutions to keep our customers connected. You’ll work across inbound calls and digital messaging, troubleshooting issues and managing complex cases with empathy and efficiency. This is a dynamic role where you’ll build universal skills across Optus products and play a key part in delivering first-call resolution and outstanding service.

What You’ll Do:

- Monitor, troubleshoot, and engage with customers across voice and digital channels, ensuring every interaction is clear and reassuring.
- Provide advanced technical support and case management for escalated enquiries across mobile and fixed services with precision and care.
- Take full responsibility for end-to-end resolution, working closely with specialist teams to deliver timely, effective solutions.
- Share insights and ideas with peers to continuously raise the bar for customer experience.
- Embrace agility and adaptability in a fast-changing environment, always putting the customer first.
- Play an active role in Optus’ transformative journey, helping us redefine what world‑class service looks like.

What you bring:

- Interest and experience in a technical support role with strong technical proficiency.
- Passion for engaging with people and genuine interest in helping customers. Along with experience in a high‑volume digital customer service environment, preferably in inbound/outbound call centres.
- Knowledge of mobile, fixed, and data products, plus experience in telecommunications or IT industry.
- Proactive approach in resolving challenges with resilience and ensuring matters are brought to completion.
- Ability to quickly absorb new concepts, paired with a curious mindset that drives learning and effective application.

Roster Details | Sample Working hours:

This role is onsite at Optus Campus, full time and operates on a 24/7 rotating roster with the following shift patterns:

- Rotation 1: 07:00 AM – 03:00 PM
- Rotation 2: 09:00 AM – 05:00 PM
- Rotation 3: 10:00 AM – 06:00 PM
- Rotation 4: 11:00 AM – 07:00 PM
- Rotation 5: 12:00 PM – 08:00 PM
- Rotation 6: 03:00 PM – 11:00 PM
- Rotation 7: 10:00 PM – 06:00 AM (+1)
- Rotation 8: 11:00 PM – 07:00 AM (+1)

Start times may vary based on call arrival patterns and could be staggered at 10–15 minute intervals.

What’s in it for you?

- Competitive remuneration and employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners.
- Competitive leave policies, including additional 'Connected' days to focus on culture, family, health, community, or whatever’s important to you.
- We support growing families with inclusive, carer‑neutrally paid Parental Leave of up to 16 weeks.
- Direct your own development and build future‑ready skills with Optus U’s industry‑focused micro‑credentials, developed with La Trobe and Macquarie Universities.
- Build meaningful connections through employee‑led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).
- Put your wellbeing first with free access to counselling and support services, 24/7 — in‑person, by phone, SMS, or video.

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170. We're here to help. When you contact us, please advise your preferred method of contact, and we will be in touch within 48 hours.

The Optus Talent Acquisition team are taking a break for the holiday period from Saturday 20 December, and we will return on Monday 5 January 2026. We will begin to review applications upon our return.

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