Service Assurance Specialist

Company Description
Symbio is a software company changing the way the world communicates.
Our platform delivers the full communication stack, from carrier infrastructure to enterprise collaboration, across multiple Asia-Pacific regions.
Symbio is part of the Aussie Broadband Group - a fast-growing telecommunications services provider. Listed on the Australian Stock Exchange (ASX: ABB), the Group collectively supplies more than 1 million services, operates two Tier 1 voice providers in Australia and owns fibre infrastructure.
Job Description
We are looking for Service Assurance Specialist to join our Service Delivery & Assurance team in Sydney. Reporting to Service Assurance Team Leader - SDAT, the Service Assurance Specialist is responsible for managing service assurance processes and activities for all Symbio (TaaS) products and services so that Symbio (TaaS) stands ready to add value to our customer relationships in all interactions that we have with them.
The Service Assurance team provides support to TaaS Service Providers and their customers for all service assurance enquiries and escalations via phone and ticket.
The primary responsibility of this position is to ensure all calls, tickets and escalations from TaaS Service Providers and their customers are actioned correctly and in a timely manner while providing exceptional service and delivery of business objectives.
This role requires effective communication and positive engagement with internal stakeholders, external customers & third-party vendors to efficiently resolve incidents and faults.
As Symbio offers after hours support for our high-end customer base. This role will require after-hour escalations, on a rotating roster.
Qualifications
What you'll need to succeed:
Min 2 years of Telecommunications and/or IT Operational experience
Strong understanding of VoIP/SIP, NBN, Ethernet & Mobile technologies is desired
Experiance in Contact Centre environment is an advantage
Tertiary education in a related field
Ability to think logically and critically about a particular problem
Proactive, can-do attitude
Demonstrated initiative and customer focus approach
What's it like to work here?
As a Symbion, you have flexibility to shape when, where and how you work. Symbions can choose to be primarily remote, primarily office-based, or a mix of both.
You also have the freedom to shape your development. Every Symbion is able to design a unique and customised learning journey to build new skills and reach career goals.
Plus, you'll enjoy a range of benefits including share options, generous parental leave, regular social events, social clubs and a comfortable, fun and diverse working environment.
If this sounds like the next great step in your career, we'd love to hear from you.
Apply Now
Symbio is an equal opportunity employer. All applications will be treated with the strictest confidentiality. You will need to have current work rights to work in Australia and be prepared to undergo relevant background checks. No recruiters please.
Additional Information
Life at Symbio
We ensure our employees have equal access to a range of learning and development opportunities, and encourage everyone, regardless of gender, ethnicity, disability, sexual orientation or life stage to embrace these opportunities, enabling them to develop themselves and their career.
Our employee's happiness, health and wellbeing is important at Symbio. We provide all employees with flexible working options to ensure that work doesn't compromise life outside Symbio and also supports their wellbeing. We regularly enhance our employee benefits such as discounted Aussie Broadband internet, up to 26 weeks paid parental leave including super contributions for primary and secondary carers and social clubs.
At Symbio, our diverse backgrounds and unique experiences allow us to continue to innovate and create the brands, networks and technologies to power the future of global communications.
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