Support Consultant

1 week ago


Melbourne, Victoria, Australia Optus Full time

About the Role

We are seeking a highly skilled Support Consultant to join our team as an Incident Resolution Specialist. This role is ideal for someone who is passionate about delivering exceptional customer service and resolving technical issues in a fast-paced environment.

Job Description:

The successful candidate will be responsible for providing high-quality technical support to our customers, troubleshooting and resolving incidents, and working collaboratively with other teams to ensure seamless service delivery.

Your Key Responsibilities:

  • Provide timely and effective technical support to customers via phone, email, and web-based platforms.
  • Identify, troubleshoot, and resolve complex technical issues, escalating where necessary to ensure prompt resolution.
  • Collaborate with internal stakeholders to coordinate issue resolution and ensure compliance with Service Management disciplines (e.g., ITIL V3).
  • Develop and maintain knowledge of products and services, staying up-to-date with new technologies and trends.
  • Contribute to the development of documentation and knowledge bases to improve customer experience and reduce repeat issues.

Requirements and Qualifications:

  • 2+ years of work experience in an outsourced Help/Service Desk environment.
  • Tertiary qualified or relevant business/technical qualifications.
  • Proven experience in commercial call logging tools such as ServiceNow or CA Service Desk.
  • Excellent customer service skills and strong analytical abilities.
  • Demonstrated ability to negotiate and communicate effectively with customers and internal stakeholders.
  • Strong proficiency in troubleshooting and resolving hardware, software, and network issues.

What We Offer:

  • A competitive salary range of $70,000 - $90,000 per annum, depending on experience.
  • A dynamic and supportive work environment with opportunities for growth and professional development.
  • Flexible work arrangements, including remote work options and a 3-day office schedule.
  • Ongoing training and development opportunities to enhance your skills and expertise.

About Us:

Optus is a leading telecommunications company that values diversity, inclusion, and community engagement. We offer a range of benefits, including inclusive paid parental leave, employee-led volunteer groups, and access to resources and support for career development and well-being.



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