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Technical Support Specialist

2 weeks ago

Council of the City of Ryde, Australia Singtel Group Full time

At the Singtel Group, we're expanding into new technology and continuously improving every day. Our diverse and inclusive workforce is essential to creating a better tomorrow for all Australians. We're seeking a Senior Service Centre Client Executive to join our team at Sydney Campus.

About the Role
  • Handle Incident/Request escalations from the Service Centre team or management.
  • Participate in initial training for new Optus technologies or services and deliver training for the rest of the team.
  • Report on recurring incidents and provide RCA/remediation (Problem Management).
  • Lead from a Service Centre perspective on major incidents or outages across Optus impacting Enterprise customers.
  • Report on ticket management and drive the team for updates/resolutions.
  • Manage complex queries from Client Delivery or internal stakeholders.
  • Document and maintain all internal team processes.
Key Skills and Qualifications
  • Experience in Help Desk / Service Desk environment/Nice CX one.
  • Demonstrated analytical skills and ability to understand technical concepts.
  • Practical experience in managing and delivering to Service Management disciplines.
  • Understanding of ICT, Mobile, Voice, Data, and other technologies.
  • Proven experience in commercial ITSM tools such as Service Now.
  • Strong proficiency in troubleshooting and resolving hardware, software, and network issues.
  • Superb communication and interpersonal skills gained in a customer service environment.
  • Great interpersonal, negotiation, and influencing skills and ability to communicate at all levels.