Location
Pune | India
Job description
As a Network Technical Support team member, you will provide service, solutions and support to the networks, infrastructure, products and services supplied and operated by Telstra
About the role
- As a Technical Support, you will work with pioneering, cutting edge technologies and enjoy working in a fast-paced, agile, and collaborative environment.
- Your role will involve providing high-level technical support and assisting in the development of solutions/fixes and support to the networks, infrastructure, products and services supplied at vendor and those operated by Telstra.
- You will be working across all aspects of the customer support experience, through direct communications, escalation and engagement with up/down stream teams and Vendors.
- You will be given a high degree of autonomy and have the opportunity to work on initiatives to improve processes and the performance and integration of systems, making a positive impact on customer experience.
What you'll Do
- This role is responsible for continuously improving service reliability and rapidly restoring customer incidents.
- Working across all aspects of the customer support experience.
- Detect and prevent incidents before they occur.
- Aid the development and implementation of new technologies to ensure Telstra leads the ICT industry.
- Identify and implement opportunities to improve process, efficiencies, and customer experience.
- Provide input into learning and development for our entire ecosystem.
- Cross Skill into different technology hubs
- 24x7 Shift Environment / On-Call support / Australia Business hours
Qualification - Any graduate
Essential requirements:
- 0 to 2 years working in IT industry.
- Previous Customer Service experience
- Strong understanding on Networking skills primarily Routing Switching
- Listen and observe to identify the cultural preferences and perceptions of others.
- Identify and implement opportunities to improve process, efficiencies, and customer experience
- Excellent communication skills and interest to learn Telstra products and services to provide an excellent customer experience
- Incident Management Experience
- International stakeholder experience
- Written and Verbal communication skills and good English comprehension
High desirable:
- Knowledge / exposure on Network Monitoring Tools
- Assurance Team experience
- Training or certification in Networking
- Co-ordinate with service desk, customers, vendors and all other resolver groups to ensure timely resolution
- Experience in Telecom service provider companies
- Telephone skills / Previous contact centre background
- Can start immediately (or less than 30 days)
Job tags
Salary
