Consultant
Core
Deliver first-line support to customers by handling technical, billing, and general service enquiries via voice and digital channels.
Role type
Service Desk Associate (Telecommunications)
Builds
Customer experience and service resolution for Australian telecommunications clients
Domain
Telecommunications / Customer Support
Required skills
Telecommunications infrastructure knowledge, fault diagnosis, billing issue resolution, mobility services support, fixed voice services support, NBN technology troubleshooting, satellite phone services support, incident management, dispute resolution, self-service tool guidance
Preferred skills
Australia public sector experience, NOC Service Desk experience
Technologies
NBN (FTTP, FTTN, FTTC, HFC, Fixed Wireless), Satellite Phone Services, Enterprise Data Services, Network Billing systems
Responsibilities
Act as primary point of contact for all customer issues, deliver strong customer service across voice and digital channels, take ownership of incidents and requests through to resolution, log and manage cases in service desk systems, document resolutions and contribute to knowledge articles and SOPs, escalate complex issues to specialist teams
Seniority
Mid-level (3+ years experience)