Customer Support Technical Specialist - Shift

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:

As our valued Customer Support Technical Specialist (24/7), you will play a vital role within a customer-facing team where you will deliver advanced levels of customer service to all customers, controlling end to end accountability and assist in incident triage with customer, consultants and specialists to attain highest possible level of Customer Satisfaction and fault restoration related to voice, data, cloud, IP and other enquiries of a general nature that require resolution in a timely and competent manner.

The Technical Support Analyst 24x7 is a fast-paced dynamic environment operating 24h, 7 days a week and involves a 12-hour shift rotation alternating from day to night.

You'll make impact by:

• Interpreting technical data, identifying patterns, and applying logical reasoning to find the root cause of issues quickly.
• Ensuring fault investigations, customer updates, and documentation are thorough, precise, and compliant with process standards.
• Maintaining consistent performance across long 12-hour shifts with rotating day/night schedules.

What you’ll bring:

• Experience within a call centre Technical Support environment
• Experience in shift work environment desired
• Cisco CCNA certified and or other applicable certifications 
• Ability to adjust to changing priorities, shift demands, and unexpected fault scenarios, maintaining focus under pressure.
• Ability to quickly assess fault severity, prioritise tasks effectively, and manage multiple cases simultaneously.
• Comfortable working autonomously during shifts, making informed decisions without direct supervision while following escalation protocols when required.

Ideally, you will also have:

• Ability to engage professionally and empathetically with customers, clearly explaining technical issues and progress updates with strong communication skills.
• Strong capability to diagnose and resolve complex faults in data, voice with sound knowledge in MPLS networks and routing protocols. SDWAN knowledge desired but not mandatory. 

What's in it for you?

• Flexible hybrid way of working (from home and office)
• ‘Stay Connected Mobile’ – Access to a free mobile plan
• ‘Stay Connected NBN’ – Access to a free NBN 100 plan
• 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.

#LI-Hybrid

#IND2