Support Technician

Are you looking for an awesome place to work, where you can proudly be your authentic self, and be part of #oneteam? We are looking for a passionate team player who aligns with our values and culture, takes pride in their unique contributions, and can challenge the status quo with disruptive thinking. If this sounds like you, come and join us The Opportunity We have an exciting opportunity to join Vocus as a Support Technician in Perth to deliver exceptional first-level technical support to Vocus EG&W customers by serving as the primary point of contact for incidents and requests. The role focuses on achieving first-call resolution, maintaining adherence to Service Level Agreements (SLAs), and ensuring a seamless and satisfying customer support experience through clear communication and a commitment to service excellence. What you’ll be doing day-to-day - Deliver consistent and exceptional customer service and, where possible, first-call resolution across all Vocus products and services during Support's standard weekday operational hours. - The first point of contact for all inbound customer calls and Online Chats via the Vocus support portal - Ensure all communications are accurately and thoroughly documented in the Support Ticketing system, correctly prioritised, and categorised. - Ensure all customer communications are proactively attended to in an effective and timely manner within customer Service Level Agreements while keeping the customer informed of progress. - Develop and maintain relevant knowledge and skills to be able to assist customers with level 1 troubleshooting requests. - Identify more complex technical issues for escalation to Support Engineer employees and effectively use the pre-established escalation process within OLA/SLA. - Escalate any identified standards, policies, or procedural improvements to relevant parties within the organisation to enhance the current use of products or systems. - Contribute to the creation and updating of both customer and internal departmental documentation and knowledge, including processes and work instructions. - Active self-development such as participation in workshops, courses, and certifications where applicable. - Comply with continuous improvement initiatives, management systems and established processes. - Any other duties as required by departmental team leads or managers. What you’ll bring to this role - Exceptional customer service skills - Desire to learn about Vocus products and services to have the ability to provide level 1 technical support for customers - Good typing speed and accuracy - Demonstrated ability to perform well in a team environment, and autonomously where required - Excellent written and verbal communication and presentation skills - Strong Excel, PowerPoint, and Word (or similar) skills - Previous experience in a “fast-paced" call center/ service desk environment. Preferably in an IT/Telecommunications-related field. - An understanding of IT concepts, technologies, and terminologies What We Offer Working at Vocus will give you rewarding experiences and the opportunity to do extraordinary work. You will enjoy: - Diverse and dynamic teams with a supportive and inclusive culture. - Supportive career development plans with comprehensive ongoing training, support, and development opportunities. - Flexible hours and a hybrid working environment - Generous discounts to over 400 retailers. - Competitive leave benefits, including anniversary leave, purchased leave, parental leave, volunteering leave, study leave, and much more. We also offer a fifth week of annual leave when you hit five years of service - Study assistance programs to excel your personal growth, learning and development. - Health and wellness offerings, including access to our wellbeing initiatives that can help you from a financial, psychological, and physical perspective. Working at Vocus is never just a job - it’s personal. We’re crazy about our customers and believe our people are the difference. Our wonderfully diverse team and a vibrant culture define us. We care about the impact we have on our people, our customers, and our communities and are committed to operating as a responsible, ethical business. We pride ourselves on setting audacious and ambitious goals and believe that we can play our part in changing the Australian telecommunications landscape and make a fundamental difference to people’s lives. With us, you’ll have the opportunity to lead and inspire teams, work on projects that are shaping the future of telecommunications and become part of a culture that thrives on creativity, encourages new ideas, and provides a collaborative and inclusive environment. About Us As Australia’s specialist fibre and network solutions provider, we own and operate 25,000km of secure, high-capacity fibre connecting people, businesses, governments, and communities across Australia to the world. Through our well-known retail brands, we deliver simple and affordabl