Tier 3 Technical Support

It starts with YES
Optus takes charge of the future by innovating with new technology and investments, embodying a challenger spirit.
As an Tier 3 Technical Support, you will play a pivotal role in energizing our operations with insight and capability. You will work closely with the Channel Support group to ensure our frontline teams and customers receive flawless service. By bringing to bear your specialized knowledge of our network and product offerings, you will determine root causes of issues and implement solutions effectively.
What you’ll be doing
Remain attuned to the needs of frontline teams and customers, ensuring their concerns are addressed effectively.
Leverage data and insights to quickly identify and resolve issues.
Communicate major issues clearly and promptly to maintain service and operational continuity.
Support key programs of work by contributing as a Subject Matter Expert on products, processes, and systems.
Act as a point of escalation for complex or unresolved issues that require advanced technical, product, or process knowledge.
Participate in UAT, BRT and PIT to identify and resolve defects before they impact our people, customers, or operations.
Identify opportunities for process and training improvements, and ensure our frontline teams have the right knowledge to succeed.
Monitor data and insights to proactively spot issues, resolve anomalies, and mitigate risks to our people and customers.
Ensure business and service continuity during planned or unplanned issues.
Share updates and knowledge on products, networks, and systems to enable our frontline to deliver exceptional customer service.
Build and maintain strong relationships with stakeholders across frontline, leadership, product, and network teams.
Work collaboratively with coaches, leaders, and analysts to improve process consistency and drive a customer-centric culture.
Contribute to a culture of continuous improvement and champion the Optus values and behaviours every day.
**What we’re looking for**:
Strong problem-solving skills and the ability to handle complex escalations.
Knowledge across products, systems, and networks, with experience in customer contact channels a plus.
Collaborative mindset and ability to influence across teams and stakeholders.
Proven ability to work collaboratively within a team to drive positive outcomes.
Outstanding communication skills to keep collaborators informed and engaged.
Strong analytical skills to identify root causes and propose timely solutions.
Ability to handle complex blocking issues necessitating strong technical and product understanding.
Passion for improving customer and employee experience.
Perks we love at Optus
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 2 'Connected Leave' days.
All Optus colleagues have access to resources, webinars, and support via the ‘Parents at Work portal’.
Own your growth by accessing an extensive online and facilitator-led learning catalogue.
**Connect at work through our colleague-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, gymnasium, GP, and post office.
Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon
Keen to see what it’s really like to work at Optus? Search #OptusLife on LinkedIn to go behind the scenes
or call 1800 309 170. We're here to help. When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours.