Telecommunications Service Assurance Expert

1 week ago

Sydney, New South Wales, Australia beBeeService Full time $90,000 - $120,000

About Service Assurance Specialist Role

We are seeking a highly motivated and experienced professional to join our team in Sydney. The successful candidate will be responsible for managing service assurance processes and activities for all Symbio products and services, ensuring that we stand ready to add value to customer relationships in all interactions.

The team provides support to customers and their partners for all service assurance enquiries and escalations via phone and ticket. The primary responsibility of this position is to ensure all calls, tickets, and escalations from customers are actioned correctly and in a timely manner while providing exceptional service and delivery of business objectives.

This role requires effective communication and positive engagement with internal stakeholders, external customers & third-party vendors to efficiently resolve incidents and faults. After-hour escalations will also be required on a rotating roster.

Key Responsibilities:

  • Manage service assurance processes and activities for all Symbio products and services
  • Ensure all calls, tickets, and escalations from customers are actioned correctly and in a timely manner
  • Provide exceptional service and delivery of business objectives
  • Communicate effectively with internal stakeholders, external customers, and third-party vendors to resolve incidents and faults
  • Participate in after-hour escalations on a rotating roster

Requirements:

  • Min 2 years of Telecommunications and/or IT Operational experience
  • Strong understanding of VoIP/SIP, NBN, Ethernet, and Mobile technologies
  • Experience in Contact Centre environment is an advantage
  • Tertiary education in a related field
  • Ability to think logically and critically about a particular problem
  • Proactive, can-do attitude
  • Demonstrated initiative and customer focus approach

What We Offer:

You have flexibility to shape when, where, and how you work. You also have the freedom to shape your development. Every employee is able to design a unique and customised learning journey to build new skills and reach career goals.

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