Digital Service Centre Operations Specialist
1 week ago
The Australian Energy Market Operator (AEMO) is a leading energy company, committed to designing and operating a sustainable energy system that delivers safe, reliable, and affordable electricity and gas.
Job SummaryWe are seeking an experienced Digital Service Centre Operations Specialist to join our team in this permanent full-time position. As a key member of the Digital Service Centre team, you will be responsible for providing technical support and assistance to industry participants with their enquiries about AEMO's IT systems and services.
About the RoleThis role involves acting as the primary contact point for industry participants, receiving and handling requests for support while focusing on customer and service experience. You will respond to a broad range of service requests, provide information to fulfil requests or enable resolution, and assist with the development of standards.
You will also monitor core contact centre service delivery channels, collect performance data, and gather information to enable incident resolution and allocation. Additionally, you may be required to work onsite up to 5 days a week, depending on the site location and responsibilities.
Key Responsibilities:- Provide routine technical support to industry participants via phone, email, and other communication channels.
- Handle complex technical issues, escalating them when necessary to ensure timely resolution.
- Develop and maintain knowledge of AEMO's IT systems and services.
- Collaborate with internal stakeholders to resolve technical issues and improve service delivery.
- Maintain accurate records of interactions, including issue tracking and resolution.
To be successful in this role, you will require:
- A minimum of 2 years' experience in a Customer Service or Service Desk role.
- Strong knowledge of Incident and Service Request Management tools and processes.
- Excellent written and verbal communication skills, including an outstanding telephone manner.
- Experience working in the energy industry or related businesses is highly desirable.
- Ability to work independently and as part of a team, adapting to changing priorities and deadlines.
The estimated salary for this position is around $85,000 - $110,000 per annum, depending on your level of experience and qualifications. In addition to your salary, you will enjoy a range of benefits, including flexible working arrangements, professional development opportunities, and a comprehensive employee assistance program.
About Our Process:AEMO values diversity and inclusivity in the workplace, welcoming applications from all backgrounds without regard to age, disability, gender, sexual orientation, parental status, race, or religion. If you would like to learn more about working at AEMO, please visit our careers page for more information.
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