Service Assurance Specialist

1 week ago

Melbourne, Victoria, Australia beBeeCustomer Full time $90,000 - $120,000

Job Title: Service Assurance Specialist

Job Description:

We're a collaborative team with a supportive culture.

About the Role: We're seeking a proactive and customer-focused assurance specialist to join our Partner Relations team. As a point of contact, you'll be responsible for managing products and solutions, supporting complex assurance matters, managing escalations, and managing partnerships between stakeholders.

Key Responsibilities:

  • Act as a point of contact in Level 2 enquiries for voice and data products.
  • Direct contact with internal and external stakeholders, monitoring performance against key metrics.
  • Attend 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 through the end-to-end Assurance process.
  • Maintain accurate records/documentation for all existing and planned network elements, systems, services, and/or circuits.
  • Develop and represent us in carrier and customer governance meetings.
  • Create and manage reports to improve quality of service and decisions.

Requirements: Experience in a Telecommunications service environment, preferably with incident management/response experience. Background or understanding of networks, engineering, NBN, or associated technologies is highly advantageous.

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