Customer Support Technical Specialist

Bring your ‘you’ to TPG Telecom, and help us build meaningful relationships and support vibrant, connected communities. We’re better and bolder together.

TPG Telecom started with a belief that we can make things better for Australians. We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. It’s our why; our reason to exist. Now, we’re proud to be one of Australia’s leading mobile and internet providers. We’re not just redefining telco, we’re changing its course. And you play a role in that. A big one. The opportunities are plenty for those who are ready to accept the challenge.

Could that be you?

Your opportunity:

Working within the Enterprise & Government Operations function, the Technical Customer Support Specialist plays a lead role in the technical operation, configuration and support of Internet of Things (IoT) & Managed Private Network (MPN) mobility services & solutions, for business, enterprise and government customers.

Customers place a high value on the reliability and technical performance of their IoT/MPN services, and the responsiveness / effectiveness of associated technical support is a critical component of the IoT/MPN service model. As such this is a pivotal role in the ongoing evolution of TPG’s mobility services business

You'll make impact by:

• Work closely with IoT/MPN Solution Architects to ensure smooth technical onboarding of new customers and solution changes for existing customers; ensure service design and other technical reference documentation is maintained and appropriate operational technical service handover, verification and acceptance is completed for new services and changes to existing services
• Monitor the health and performance of TPG’s key IoT/MPN customer solutions in accordance with defined service monitoring procedures and cadences, and take appropriate action to address service health alerts
• Provide front-line support in response to customer support requests raised through the IoT/MPN technical support channels, as well as assessing service impacts of faults / incidents identified through service health checks/monitoring or notified by internal TPG technical teams / 3rd party service partners
• Ensure all customer technical support requests and service faults/incidents are appropriately logged, qualified, categorised and assigned according to fault type, service impact severity and defined SLAs
• Resolve technical faults impacting IoT/MPN services, working with other internal TPG / 3rd party resolver teams as required. Complex incidents may involve requesting service logs/network traces and attending troubleshooting calls to drive outcomes with technical resolver groups directly, co-ordinating feedback to customers and gathering additional customer inputs required by resolver teams.

What you’ll bring:

• Strong relationship management, communications and customer service skills
• Technical skills: specialised IoT & MPN hands on technical support experience and technical knowledge across the entire “IoT value chain” (devices, networks/connectivity, applications and platforms), associated frameworks and protocols
• Problem solving skills, proactive, resourceful in sourcing required data, performing analysis and consulting with other teams/resources close out technical service issues
• ITIL4 Foundation level certification desirable – understands and applies best practice service desk, incident, change and problem management principles
• Excellent presentation, organisation and communication skills (written and oral).

Ideally, you will also have:

• Emotional resilience, including the ability to work effectively and efficiently under pressure in a 24/7 environment
• Team player
• Ability to deal with high pressure situations and changeable environments, flexibility, resilient and tenacious with a propensity to persevere.
• Thirst for ongoing research and learning: IoT/MPN systems and related technologies
• Experience in management of service, project and/or operational delivery teams.
• Exposure to sales and operational environments within the IT&T industries

What's in it for you?

• Flexible hybrid way of working (from home and office)
• ‘Stay Connected NBN’ – Access to a free, high‑speed NBN plan (up to 500 Mbps)
• Access to TPG Learning Hub platform and internal development opportunities
• Access to Corporate Partner Discounts

Come join us and build a better future. Apply today.

Don’t meet every single requirement? That’s OK! At TPG Telecom, we’re all about creating an accessible workplace where everybody feels safe to bring their authentic self to work - regardless of background. If you think this role is a great fit for you but some of the qualifications don’t align with your experience, we still encourage you to apply - you might just be the perfect candidate for a similar role with us! Learn more about life at TPG Telecom here.

TPG Telecom also acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office can be found in Barangaroo.

Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes.

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