Technical Specialist

20 hours ago

Macquarie Park, Australia Optus Full time

**Location**: Macquarie-Park, NSW
**Company**: Optus
**Type**: Full Time
**Job ID**: 160420
**Date**: 23 August 2024 11:36 AM
At Optus, we don’t sit back and let the future happen to us - we’re out there making it. By expanding into new technology and relentlessly improving every day, we’re creating a better tomorrow for all Australians.
We believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers.
Are you motivated to be one of the first hires in the establishment of a refreshed service centre in our Enterprise Business (EB) team? There are substantial opportunities for career growth and technical uplift for someone who is driven to succeed.
In your newly crafted role, you will be responsible for delivering brilliant customer service across all Optus Enterprise customers. You will provide industry-leading technical expertise covering key technologies including Mobile, Contact Centre, Security and Network through the management of customer incidents and service requests. This role is the technical guide within this newly established team and will be setting the benchmark across the business for customer support.
You will also provide coaching and mentoring to build the technical capability of the Client Specialists within the Service Centre teams.
The day to day
Provide specialist technical support for customers. Receive, detect, diagnose, test, isolate and resolve network problems across all Optus product and network platforms
Adhere to established ticket Service Level Agreements' (call response, ticket response, and resolution etc.)
Support Client Specialists with resolving technical issues prior to Technical Assistance Centre TAC) escalation
Participating and providing input and insight to new product and service updates
What’s in it for you?
Accessible employer with wheelchair access
Inclusive paid parental leave, up to 14 weeks for the primary care giver
25% monthly service discount and $80 monthly bill rebate plus additional benefits to over 400 retailers Australia-wide including Iconic, Mimco, Estėe Lauder & Nine West
Own your own growth by accessing professional development, training and mentoring opportunities
Connect at work through one of our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans and Yarn Network
Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, Doctor, and post office
**Two easy travel options to Sydney Campus**: Optus bus from Sydney CBD (20min travel time) and Macquarie University Metro Station (every 6-8 minutes); morning and afternoon
This centre operates 24x7, 365 days a year, with customer demand driving the rostering requirements. You will work on a rotating roster, provided at least four weeks in advance, with the opportunity to earn an additional salary for overnight and weekend shifts. Occasional overtime may also be available.
Keen to see what it’s really like to work at Optus? Search #OptusLife on LinkedIn to go behind the scenes

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