Unified Collaboration Expert

3 days ago

Sydney, New South Wales, Australia beBeeCollaboration Full time $70 - $80
About the Role

As a Unified Collaboration Specialist, you will be responsible for providing technical support and facilitating the delivery of managed services for collaboration technologies.

This role involves working with customers, internal stakeholders, and vendors to provide technical assistance, drive incident management, and resolution as well as change management.

The successful candidate will be accountable for delivering excellent service to multiple enterprise customers across key technologies and products including Microsoft Teams, Cisco Webex, Dedicated Instance, and CUCM.

A strong focus on vendor management is essential in this role, requiring close collaboration with various vendors to drive the right outcomes for our customers.

In this Tier 2/3 role, you will also have the opportunity to mentor and assist other collaboration specialists and support advisors within the team to fill knowledge gaps and provide guidance and an escalation point for complex problems.

Your day-to-day responsibilities will include:

  • Ensuring critical collaboration and customer systems run smoothly by addressing important issues promptly.
  • Playing a key role in keeping our customers satisfied through clear communication, sharing your knowledge, and responding efficiently.
  • Contributing to the exciting journey of supporting cutting-edge cloud-hosted and on-premises collaboration technologies, including Unified Communications and Video Telepresence platforms.
  • Working within a structured environment that follows standard IT service management practices based on ITIL principles.
  • Acting as an escalation point for more complex Unified Communications and Video issues encountered by Tier 1 teams.

This role operates between 7 am and 7 pm, Monday to Friday, with shifts provided at least four weeks in advance. There may be after-hours work for planned changes, and opportunities to earn additional compensation.

Key Responsibilities:

  • Technical Support: Provide expert technical support to customers and internal stakeholders.
  • Incident Management: Drive incident management and resolution processes.
  • Vendor Management: Collaborate with vendors to drive the right outcomes for customers.
  • Mentorship: Mentor and assist other collaboration specialists and support advisors.
  • Escalation Point: Act as an escalation point for complex problems.

Benefits:

You will enjoy a range of benefits, including:

  • Competitive salary.
  • Ongoing training and development opportunities.
  • A supportive and collaborative work environment.
  • Opportunities for career growth and advancement.

Requirements:

  • Prior experience in a similar role or relevant industry.
  • Excellent technical skills and knowledge of collaboration technologies.
  • Strong communication and interpersonal skills.
  • Ability to work independently and as part of a team.

What We Offer:

We offer a dynamic and supportive work environment, with opportunities for professional growth and development. Our team is committed to delivering exceptional service to our customers, and we are looking for like-minded individuals to join us.

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