Job Title

Pier St, Perth WA 6000, Australia Req #2282Friday, 2 May 2025Are you looking for an awesome place to work, where you can proudly be your authentic self, and be part of #oneteam?We are seeking a passionate team player who aligns with our values and culture, takes pride in their unique contributions, and can challenge the status quo with innovative thinking. If this sounds like you, we invite you to join us!The OpportunityWe have an exciting opening for a Support Technician in Perth at Vocus, responsible for delivering exceptional first-level technical support to Vocus EG&W customers by serving as the primary contact for incidents and requests.The role emphasizes achieving first-call resolution, adhering to Service Level Agreements (SLAs), and providing a seamless, satisfying customer support experience through clear communication and a commitment to service excellence.What youll be doing day-to-dayProviding consistent and exceptional customer service, aiming for first-call resolution across all Vocus products and services during standard operational hours.Being the first point of contact for inbound customer calls and online chats via the support portal.Accurately documenting all communications in the Support Ticketing system, ensuring correct prioritization and categorization.Responding proactively and efficiently to all customer communications within SLAs, keeping customers informed of progress.Developing and maintaining relevant knowledge and skills to assist with level 1 troubleshooting requests.Identifying complex technical issues for escalation to Support Engineers and utilizing the escalation process effectively.Suggesting improvements to standards, policies, or procedures to enhance product or system use.Contributing to the creation and updating of customer and internal documentation, including processes and work instructions.Engaging in self-development through workshops, courses, and certifications where applicable.Complying with continuous improvement initiatives and established processes.Performing any other duties as assigned by team leads or managers.What youll bring to this roleA desire to learn about Vocus products and services to provide level 1 technical support.Good typing speed and accuracy.Ability to perform well both in a team environment and independently.Excellent written and verbal communication and presentation skills.Strong skills in Excel, PowerPoint, and Word (or similar software).Previous experience in a fast-paced call center or service desk environment, preferably in IT or telecommunications.An understanding of IT concepts, technologies, and terminologies.What We OfferWorking at Vocus offers rewarding experiences and opportunities to do extraordinary work. You will enjoy:Diverse and dynamic teams with a supportive and inclusive culture.Comprehensive career development plans with ongoing training and support.Flexible hours and a hybrid working environment.Generous discounts to over 400 retailers.Competitive leave benefits, including anniversary leave, purchased leave, parental leave, volunteering leave, study leave, and more. A fifth week of annual leave after five years of service!Study assistance programs to support your growth and learning.Health and wellness initiatives to support your physical, psychological, and financial wellbeing.At Vocus, we believe our people are our greatest asset. We are committed to operating responsibly, ethically, and inclusively, making a positive impact on our communities and the telecommunications landscape in Australia.Join us to lead, inspire, and be part of projects shaping the future of telecommunications within a culture that fosters creativity, collaboration, and new ideas.About UsAs Australias specialist fibre and network solutions provider, we own and operate 25,000 km of secure, high-capacity fibre connecting people, businesses, governments, and communities nationwide. Through our retail brands, we deliver simple, affordable broadband, mobile, voice, and energy services with the purpose of Building Critical Connections and Enabling Better Possibilities.Ready to take the next step?If you find this role appealing and believe youd excel, we encourage you to applyeven if you dont meet every requirement. We value diverse backgrounds and experiences, and believe they contribute to our success.We are an equal opportunity employer committed to creating a safe, inclusive environment where everyone feels they belong. Please inform us of any accessibility needs during the application process so we can support you throughout. #J-18808-Ljbffr