• Job Description

  Req#: JR-10100746

  Employment Type

  Permanent

  Closing Date

  6 Dec 2023 11:59pm

  Job Title

  Technical Support

  Job Summary

  As a Technical Support team member, you will provide service, solutions and support to the networks, infrastructure, products and services supplied and operated by Telstra.

  Job Description

  Connect with Telstra

  Our purpose to build a connected future so everyone can thrive. And that’s where you come in, by helping our customers to connect: faster, better and smarter.

  We'll give you the tools and support to have ownership and accountability over your role.

  Here’s what you can expect from us

  • Flexible working. We value flexible working arrangements and strive to provide them whenever possible. However, we recognize that certain roles and employment contracts may not allow for such arrangements.

  • There when life happens. From Gender Affirmation Leave to Telstra’s Additional Leave Day, we give you time to spend away from work when you need it most.

  • Pay for performance. We recognise outstanding contributions through our generous incentive programs.

  • Parental Leave. A gender-equal policy for all parents so you can choose how and when you take your leave (16 weeks full pay or 32 weeks half pay). Receive superannuation contributions on paid and unpaid parental leave.

  • Unlimited learning. Level up your credentials with access to 17,000 learning programs. Learn ‘on the job’ and achieve university credits towards degrees and Masters programs.

  • Global presence. With a global presence across 22 countries, there are many opportunities to work where we do business.

  • Extra perks. Receive 30% off Telstra products and services, plus unlock exclusive discounts from over 240 brands and partners.

  Make a Difference

  As part of Global Networks and Technology, your mission will see you working at the forefront of technology, delivering innovative solutions on a scale you won’t find elsewhere. Your work will expose you to innovative thinking, technologies and global best practice. As we grow, you'll grow, and this will extend onto building your own valuable talents and skills here with us.

  What you’ll work on

  On a day to day as a Technical Support, you will be taking incoming phone calls from customers and assist them with their needs. At times, you may also do outbound calls to check if their issues have been resolved after a technician visits onsite. Your role also entails case management on tickets that you look after, and you will work part of a bigger team.

  For this particular role, we are looking for candidates who are based and can work in our Townsville, Queensland office.

  Key Responsibilities

  •Exemplary Customer Service: Demonstrate exceptional customer service skills while assisting customers with their network service needs, ensuring their satisfaction and fostering positive relationships.

  •Adherence to Schedule: Be flexible in supporting business needs by adhering to your schedule and accommodating ad-hoc training requests to enhance your skillset.

  •Effective Communication: Serve as the first point of contact for any issues and communicate with your manager to facilitate timely resolutions, preventing unnecessary escalations.

  •Initiative: Show initiative in identifying and addressing service issues proactively, contributing to the overall efficiency and effectiveness of the team.

  •Privacy Compliance: Adhere to strict privacy guidelines and understand the importance of maintaining the confidentiality and security of sensitive information.

  •Team Collaboration: Actively participate in team meetings, fostering a positive team culture through open communication and collaboration.

  •Self-Motivation: Monitor your own performance, set personal goals, and self-motivate to consistently achieve the best results for yourself and the team.

  •Performance Monitoring: Understand the variations within team KPIs and continuously evaluate your own performance, seeking opportunities for improvement.

  About You

  To be successful in this role, you should have:

  •A passion for customer service

  •The drive to achieve and succeed in a challenging environment

  •Team oriented and strong interpersonal/collaborative skills

  •A high level of self-awareness and emotional intelligence

  •Commitment to achieve the best outcome for our customers

  •A "can-do" attitude with a excellent work ethic

  •A continuous learning and improvement mindset

  •A previous customer service or technical support experience is preferred

  If you enjoy collaborating with different people and delivering amazing experiences for the customer, we want to hear from you!

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  We encourage applications from people of all abilities and backgrounds - including Aboriginal and Torres Strait Islander peoples, the LGBQTI+ community, linguistically diverse, and people living with disability. When you apply, you can choose to note the pronouns you use and /or any reasonable adjustments needed to take part equitably during the interview process.

  www.telstra.com.au/careers/diversity-and-inclusion or email us at DisabilityandAccessibility@team.telstra.com noting your preferred method of contact.

• About the company

  Telstra Corporation Limited is an Australian telecommunications company which builds and operates telecommunications networks and markets voice, mobile, internet access, pay television and other products and services.

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