Technical Support Representative

Empower Your Career and Personal Life as a Technical Support Rep in the Internet Service Industry!

Our client stands as a leading Australian telecommunications company redefining the landscape as a challenger telco and internet service provider. Embracing innovation and unlimited possibilities our client is more than just a utility; its an experiencedriven entity committed to excellence from the ground up. With a focus on technology over traditional telco approaches they offer quality service across consumer business and wholesale sectors. At the heart of their ethos is a cando culture that sparks excitement and innovation driving the deployment of gamechanging solutions tailored to address customer pain points.

As a Technical Support Representative you will undertake a range of responsibilities to ensure seamless service delivery. Your duties will include performing various service qualification checks using advanced webbased applications. Additionally you will troubleshoot internet/voice service issues and possess basic knowledge in telecommunication technologies such as FTTN/X FTTP/H FTTC FTTB HFC Fixed Wireless Mobile 3G/4G LTE home wireless broadband ADSL PSTN VoIP troubleshooting and support.

Signal Duties: Your Role in Keeping Us Connected

• Perform various service qualification checks using advanced webbased applications.
  
• Troubleshoot internet/voice service issues and possess basic knowledge in telecommunication technologies such as FTTN/X FTTP/H FTTC FTTB HFC Fixed Wireless Mobile 3G/4G LTE home wireless broadband ADSL PSTN VoIP troubleshooting and support.
  
• Communicate with customers through inbound calls outbound calls chat and email channels.
  
• Assist new clients with their internet setup; make suggestions as an industry expert and give an overall great first impression.
  
• Use the provided knowledge base to research answers to customer inquiries and respond to customers with timely accurate information.
  
• Document customer needs questions interactions and suggestions for recording call/email notes in the appropriate CRM tools or tracking systems.
  
• Comply with telecom regulatory and compliance issues in Australia when providing enduser assistance.
  

Requirements

Connection Credentials: What You Need to Succeed

• Minimum 1yr BPO TSR experience in an Australian Telecommunications campaign is highly preferred.
  
• Experience in a Broadband or Telecommunications campaign (i.e. US UK CA) is also accepted.
  
• Experience in Customer Service campaigns can also be considered.
  
• Experience in live webchat support or experience is an advantage.
  
• Excellent communication skills both written and verbal.
  
• Basic knowledge of computer networking such as basic networking theories concepts and troubleshooting.
  
• Completed a Bachelor s degree or college undergraduates.
  
• Understanding of email and common email clients as well as smartphone email configuration.
  
• Ability to multitask and work on extended hours.
  

Benefits

Perks on the Line: Benefits That Keep You Connected

• HMO coverage upon regularization
  
• Competitive Package
  
• Prime office location
  
• Day shift schedule
  
• Standard government and Emapta benefits
  
• Total of 20 annual leaves to be used on your own discretion
  
• Fun engagement activities for employees
  
• Mentorship and exposure to global leaders and teams
  
• Upskilling through Emapta Academy
  
• Career growth opportunities
  
• Diverse and supportive work environment
  

Who are we

Discover a world of possibilities at Emapta where your career takes flight in stability and growth. Join a team that thrives on camaraderie supporting each other to achieve excellence together. Experience the satisfaction of being recognized for your contributions with competitive compensation packages that reflect your skills and commitment. Immerse yourself in a positive work culture that encourages collaboration innovation and personal development. We provide you with the platform for your success empowering you to reach new heights in a supportive and inclusive environment.

With a wide roster of international clients from various industries and a proven track record of success Emapta offers a stable foundation for your career. Team up with likeminded professionals who are passionate about making a meaningful impact through premium global opportunities at your fingertips. Apply now and create a better future with us.

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