Ict Customer Support Officer

**Why VoIPcloud**:
Founded in 2008, VoIPcloud aimed to deliver a multi-tenant cloud PBX platform with a flexible automated billing system that is easy to use and resell. We provide professional support that listens and quality features and tools that empower MSPs. Today, our multi-tenant cloud PBX serves over 6500 businesses, 300 partners across Australia, and more than 31,000 customers globally. We continuously introduce innovative features with our in-house development team, maintaining the high drive and commitment we started with. Having achieved 100% year-on-year growth in Australia, we have expanded into New Zealand, the United Kingdom, Ireland, and the USA, with more countries on the way.

VoIPcloud Wholesale Group offers an integrated suite of telecommunications products and services to mid-market businesses, including:

- Voice and Hosted PBX Services
- Unified Communications
- Data Networks and Internet
- Advanced, Automated Billing System

**Your new role**:
As an ICT Customer Support Officer, you'll provide vital support to our customer support team, assisting customers and partners with service delivery and billing inquiries. Your working hours will be Monday to Friday, from 9 am to 5:30 pm.

**Key responsibilities**:

- Deliver clear and concise customer-focused experiences across voice and non-voice channels, guiding customers and partners to solutions.
- Procure DIDs and manage stock levels.
- Handle number portability and billing inquiries from customers and partners.
- Adhere to our number management processes as per the LNP code.
- Analyse and identify discrepancies in customer accounts.
- Coordinate equipment and NBN orders using our provisioning system, including invoice entry, notification, payment reconciliation, purchase order entry, and stock maintenance.
- Investigate and resolve invoice claims and discrepancies.
- Assist with basic service desk cases on the first interaction, escalating to the appropriate department when necessary and setting clear expectations for customers and partners.
- Document all customer and partner interactions in the system following relevant procedures.
- Identify and raise high-risk accounts that could compromise the integrity of our network with your supervisor.
- Assist in writing knowledge base articles to improve processes, services, and customer experiences.
- Follow all company policies and procedures daily.

**Why you’ll be a great fit**:

- Passionate about providing customer service and tech-inquisitive.
- Strong written and verbal communication skills.
- High standards of presentation.
- Logical approach to problem-solving, well-organized, with the ability to multitask and think clearly under pressure.
- Enjoy collaborating with others to develop your skillset and share knowledge.
- A deep sense of curiosity and a desire to understand how complex things work.
- Work autonomously (under guidance) to handle daily duties and collaborate on widespread and new problems, communicating with the customer support team daily.
- Strong call-handling skills with the ability to lead customers and partners through complex number porting and billing inquiries, achieving resolution and handling complaints with empathy and professionalism.
- Ability to work in a fast-paced environment with a positive and adaptable approach to ongoing changes.
- Manage your own work using appropriate priorities.
- Strong attention to detail.
- Display confidence and act as a trusted advisor to customers and partners.

**Summary of role requirements**:

- Minimum 2 years of full-time experience is required in the related field
- Full-time working rights required for this role.
- Diploma level qualification or higher in the relevant field. Alternatively, 3 years of full-time experience needed in lieu if you do not hold relevant qualification/s.

Pay: $73,000.00 - $76,000.00 per year

Schedule:

- Monday to Friday

Work Location: In person