Technical Support Officer

Position Description

Title: Technical Support Officer

Department: Customer Support

Location: Adelaide, South Australia

Reports to: Technical Support Team Leader

Type of Position: Full-time, Rotating Roster

Start Date: 24th June 2024

Company Overview

CM Value Added Services Pty Ltd (CMVAS) is a global leader in telecommunications, recognized for its innovative approach in advanced wireless and fibre network solutions. As we continue our expansion into the Australian market, we're seeking dynamic individuals to join our team. Our mission in Australia is to revolutionize the internet landscape with cutting-edge technology and a commitment to excellence. We offer an environment that nurtures enthusiasm, attentiveness, and exceptional customer support.

Job Purpose

The Technical Support Officer at CMVAS is crucial for handling level 2 technical support queries that Customer Service Officers are unable to resolve. This role involves escalating issues to external parties if necessary, managing fault cases until resolution, and ensuring that all actions are completed within the established Service Level Agreements (SLA). The Technical Support Officer is vital in maintaining high service standards and customer satisfaction.

Key Responsibilities

• Provide level 2 technical support, including troubleshooting and resolving complex technical issues.
• Liaise with technicians and third-party vendors to expedite fault resolution.
• Act as a bridge between customers and wholesaler or network teams, ensuring clear and timely communication.
• Manage and monitor the progress of escalated issues, keeping customers informed with regular updates.
• Accurately maintain detailed records of customer interactions and actions taken.
• Perform backend support tasks as needed.
• Achieve and maintain key performance indicators (KPIs) and service targets.

Essential Skills and Qualifications

• Experience in technical support roles within the telecommunications or related industry.
• Educational background in relevant fields is preferred but not required.
• Proficiency in level 2 technical support for an ISP, including configuring consumer-grade routers.
• Familiarity with Mikrotik routers, switches, and fixed wireless infrastructure is beneficial.
• Experience with Splynx as a ticketing system or CRM is preferred.
• Strong communication skills, both verbal and written.
• Excellent problem-solving abilities.
• Flexibility to work various shifts, including weekends and public holidays.

What We Offer

• Engaging Work Environment: Full-time role based in Adelaide CBD, providing an opportunity to contribute significantly to a developing team.
• Career Development: Supported career progression through developmental programs and comprehensive leadership training. 
• Workplace Culture: A work environment where your contributions are valued and recognized. 
• Modern Facilities: Access to modern office facilities located in Adelaide CBD. 
• Employee Benefits: A variety of staff benefits, including discounts on services, enhancing both your personal and professional life. 
• Professional Growth: Opportunities to participate in comprehensive leadership and development programs, fostering your career growth. 
• Community Involvement: Opportunities to engage in volunteer days and contribute to community and social initiatives. 

Remuneration is based on the Telecommunications Services Award