Senior Technical Support Expert

1 day ago

Sydney, New South Wales, Australia beBeeProfessional Full time $90,000 - $120,000
Expert Technical Professional Required

We seek a seasoned expert in technical support to join one of the country's most significant contact centre operations. If you're passionate about delivering exceptional service and thrive in fast-paced environments, this opportunity is ideal for you.

Job Responsibilities
  1. Resolve complex technical issues, ensuring timely communication with stakeholders.
  2. Deliver outstanding customer experiences through expert troubleshooting and clear, proactive communication.
  3. Maintain accurate records in ServiceNow, ensuring all incidents and interactions are well documented.
  4. Collaborate with transition teams to validate new solutions and ensure seamless handover to operational support.
Key Qualifications
  1. A degree in IT or equivalent industry experience.
  2. Proven expertise in complex technical environments with a strong problem-solving mindset.
  3. Deep domain knowledge essential to succeed in this role.
  4. Strong working knowledge of NICE CXOne contact centre solutions.
  5. Proficiency in SIP technologies and experience managing Session Border Controllers (SBCs).
  6. Familiarity with call recording systems and their integration.
  7. Solid understanding of ITIL frameworks, especially Change, Incident, and Problem Management.
  8. Australian citizenship and eligibility for Federal Government security clearance.
Why This Opportunity?
  • Flexible work arrangements including 3 days in the office, 2 days remote – with flexible hours to suit.
  • Inclusive carer-neutral paid parental leave of up to 16 weeks.
  • Competitive leave including two 'Connected Leave' days.
  • Access to resources, webinars, and support via the 'Parents at Work portal.'
  • Own your growth through our extensive online and facilitator-led learning catalogue.
  • Connect through employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans, Yarn Network, Wellbeing Network, and Young Professionals.
  • Vibrant campus life with facilities including restaurants, cafes, gym, GP, and post office.
  • Free Optus bus from Macquarie University Metro Station (every 6-8 minutes).
Make a Difference

Search #OptusLife on LinkedIn to see what it's like behind the scenes.

At [Company Name], we value diversity and inclusion. We welcome applicants from all backgrounds and are committed to providing a fair and accessible recruitment process. If you require adjustments or support, please contact us.

For more on our commitment to Diversity, Inclusion & Belonging, visit:

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