Two of Australia’s leading telecommunication companies, Vodafone Hutchison Australia and TPG, have come together to form TPG Telecom Limited. TPG Telecom has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara, AAPT and felix. As the second largest telecommunications company listed on the ASX, TPG Telecom has a strong challenger spirit and a commitment to delivering the best services and products to our customers. We are driving competition and choice for businesses and consumers across Australia.
The Technical Support Engineer is working in a customer-facing team to deliver advanced levels of customer service to all Enterprise & Government customers, controlling end-to-end accountability.
Working as a Technical Support Engineer within the Technical Support Team 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, IoT, Mobility products 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.
Investigate and action Complex customer Incidents and Escalated issues as required, owning, managing and resolving customer issues while keeping the customer informed.
Assist in incident triage with customer, consultants and specialists to attain highest possible level of Customer Satisfaction and fault restoration.
Understanding both customer and organisational requirements and following established processes to meet these requirements in a professional, expert and responsive manner.
Handle simple and complex customer issues and enquiries and track to completion.
Manage non-complex provisioning modification related tasks.
Ensuring that customer interface systems are kept up-to-date with all interactions and relevant information.
Respond to customer enquiries within expected timeframes and SLAs.
Work to increase one’s own level of product knowledge and related internal processes and sharing knowledge with others in the team.
Develop in depth knowledge of the processes, procedures, systems and technical issues affecting customers.
Work with a high degree of autonomy and manage own work under guidance, with authority to use discretion and judgement to make certain decisions in relation to actions and responses to specific customer matters.
Managing customer and internal relationships, negotiating across the organisation where required to resolve customer issues
Knowledge and experience
Complete understanding of WAN Switching protocols
Complete understanding of IP routing protocols
Familiarity with Cisco routers and switches
Familiarity with Legacy Frame-Relay/ATM switches, BPX, IGX and MGX, Juniper MPLS switches, Nortel routers, Huawei devices and various voice platforms
Strong communication skills (oral and written)
Good problem-solving, troubleshooting and decision-making skills
Shows evidence of good analytical skills and the ability to use and interpret information from multiple systems/sources.
Good negotiation, objection handling and conflict resolution skills.
Ability to manage and resolve customer issues within SLA requirements and provide first point of resolution.
Good time management, ability to multi-task based on service levels and priority and participates in teamwork.
Technical experience with Cisco & Huawei commands, networking tools (ping, traceroute), DNS, email systems, and mail servers.
ISDN experience would be an advantage
Proven ability to deliver excellent, proactive Customer Service
Ability to build and manage solid internal/external relationships
Benefits and perks
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
‘Your Leave’ - an additional 4 days of leave to be used whenever you like - every year
Access to Learning Hub platform
Access to Corporate Partner Discounts
We are committed to attracting, developing and retaining the best people by offering a flexible, diverse and inclusive workplace where hard work is truly rewarded. You will have access to fantastic benefits, including generous leave policies, leadership development programs and opportunities to grow your career. You’ll be faced with loads of variety where no two days are ever the same in a collaborative workspace that helps drive innovation.
Interested? We are excited to hear from you!
At TPG Telecom we take all reasonably practicable steps to protect the health and safety of our people. The successful candidate is required to be fully vaccinated against COVID-19, due to the increased risk of infection and nature of the work. Please let our team know if there is anything you need to discuss about your individual circumstances.