Technical Support Officer

We’ve only just begun, but what a beginning. In a once in a generation moment, we’ve brought together powerful brands to create one united force. TPG Telecom has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara, AAPT and felix. The latest technology and brave thinking let us connect our people and communities. You could play a role in that. A big one. We invite you to bring your boldness and stand out. You are empowered. Opportunities are plenty for those ready to accept the challenge.

**This opportunity**

This is an excellent opportunity to join TPG’s Technical Support Team as a Technical Support Officer working in a customer-facing team to deliver advanced levels of customer service to all Enterprise & Government customers, controlling end-to-end accountability.

Working as a Technical Support Officer within a customer-facing team you will deliver advanced levels of customer service to all customers, controlling end to end accountability and assist in incident triage with customer, consultants, and specialists to attain highest possible level of Customer Satisfaction and fault restoration related to voice, data, cloud, IP, IoT, Mobility products and other enquiries of a general nature that require resolution in a timely and competent manner.

**Responsibilities**
- Investigate and action Complex customer Incidents and Escalated issues as required, owning, managing and resolving customer issues while keeping the customer informed.
- Assist in incident triage with customer, consultants and specialists to attain highest possible level of Customer Satisfaction and fault restoration.
- Understanding both customer and organisational requirements and following established processes to meet these requirements in a professional, expert and responsive manner.
- Handle simple and complex customer issues and enquiries and track to completion.
- Manage non-complex provisioning modification related tasks.
- Ensuring that customer interface systems are kept up-to-date with all interactions and relevant information.
- Respond to customer enquiries within expected timeframes and SLAs.
- Work to increase one’s own level of product knowledge and related internal processes and sharing knowledge with others in the team.
- Develop in depth knowledge of the processes, procedures, systems and technical issues affecting customers.
- Work with a high degree of autonomy and manage own work under guidance, with authority to use discretion and judgement to make certain decisions in relation to actions and responses to specific customer matters.
- Managing customer and internal relationships, negotiating across the organisation where required to resolve customer issues
- Ensuring performance and behaviour is aligned with the business vision and strategies.
- Develop and promote a positive and collaborative way of working throughout the business unit and out into the rest of the company.
- Achieving defined customer experience targets that drive an enhanced customer experience.
- Escalating where resolution cannot be achieved within an effective and timely manner and in accordance to internal SLA’s.
- Maintaining a high level of professional standards and business ethics, ensuring that the brand and company is represented in the most professional and appropriate manner.
- Contributing to the success of the team by sharing and encouraging a positive team environment.
- Owning and delivering optimum customer service to internal and external customers.

**Knowledge and experience**
- Experience within a Technical call centre Support environment
- Excellent communication skills to encourage team members to follow and facilitate success
- Ability to think through problems and visualize solutions
- Basic understanding of IP routing protocols IP, EIGRP, IGRP, RIP, OSPF and BGP
- Basic understanding of Voice products and SIP protocols.
- Working towards or holding a vendor certification (CCNA, JNCIA, NSE4 etc) or equivalent workplace experience.
- Understanding of DNS and webhosting
- Strong understanding of network infrastructure and network hardware
- Ability to work within a team and autonomously
- Strong Communication skills both written and oral.
- Good customer engagement and ability to work under pressure.
- Ability to manage and resolve issues within a tight SLA environment.
- Excellent time management and ability to multi-task where possible

**Benefits and perks**
- Flexible hybrid way of working (from home and office)
- ‘Stay Connected Mobile’ - Access to a free mobile plan
- ‘Stay Connected NBN’ - Access to a free NBN 100 plan
- ‘Your Leave’ - an additional 4 days of leave to be used whenever you like - every year
- Access to TPG Learning Hub platform and internal development opportunities
- Access to Corporate Partner Discounts

**Our TPG Telecom Spirit**

We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. You wil