Technical Support Operator

NBN is a wholesale provider of broadband access through its level two networks, predominantly to retail service providers (RSPs). These RSP’s on sell internet access to both residential and business customers.  Ericsson are contracted to provide NBN a full “Managed Service” for the Fixed Wireless and Satellite Technologies.

These technologies deliver broadband service to Rural and Remote areas across Australia currently servicing approximately 280K customers with the footprint expanding daily.  The Ericsson Support Center team provides the on the day operational support service for End User Activation and Assurance of these customers.

As a Technical Support Operator, you will work with Ericsson’s partners in meeting Customer expectations in relation to delivery of service. You will be involved in activities ranging from Data Entry to Call Handling to Problem Resolution for both activations and assurance service functions.

As a Technical Support Operator, you will be assigned to different service tasks that deliver the ‘Daily Activation and Assurance Services’. You will be part of a cross functional team providing services to both our customer NBN and to our 3rd party delivery partners.  The team is a unique operational model consisting of a combination of services that would normally be seen in either a call center or a support Centre. Ericsson Support Centre is an integral component of our customers’ success, we believe our customers’ success creates our success.

Key Duties and Responsibilities include:

  • Familiarity with CRM systems & practices
  • 1st level customer complaint handling
  • Analysis and Trending of customer faults & correlation with network events
  • 2nd Level phone support to Field Technicians
  • Escalate and Co-ordinate Installation visits with Delivery Partners
  • Ensure your assigned daily tasks are completed within allocated timeframes to ensure KPI’s & SLAs are met
  • Data loading (provisioning) of customer orders into Ericsson Systems
  • Manage customer faults on Trouble Tickets through to resolution
  • Available to work on a roster basis Monday to Friday between 7:30 to 9pm (at times may be requested to work weekends)
  • Proactively Monitor and Manage Installation, Servicing Mailboxes
  • Follow documented work instructions to maintain accuracy & also provide process improvement suggestions
  • Engagement with operational stakeholders from both nbn and our 3rd party DP’s
  • Display excellent operational service skills (including questioning, probing, listening, establishing rapport)
  • Be a team member who is passionate about being the best you can be and want to achieve targets
  • Flexibility and able to adapt quickly to changing priorities and business needs

Outline of Required Skills and experience:

  • Strong analytical, problem definition & resolution skills for problem solving
  • Strong phone contact handling skills and active listening (Telephone Etiquettes)
  • Excellent communication and presentation skills (verbal & written)
  • Strong team contributor
  • Ability to follow operational procedures, guidelines and policies
  • Ability to multi-task, prioritize, and manage time effectively
  • Ability to work on a rotating shift basis with flexible roles & responsibilities
  • ITIL Foundation Certificate preferred.

Why Ericsson?

We offer a truly global company, with a diverse, performance-driven culture, an innovative and engaging environment and opportunities to work across borders. Our employees live our vision, core values and guiding principles - sharing a passion to win and a high responsiveness to customer needs that in turn makes us a desirable partner to our clients.

In Australia and New Zealand, we are known for delivering "World-1st" projects for Australia's largest and most renowned telecommunications carriers, including Telstra, Vodafone Hutchison Australia (VHA), Telecom New Zealand and NBN. This is a chance to play a critical role in the success of the Ericsson organisation, whilst providing yourself with a fantastic career development opportunity and the chance to work alongside the brightest minds in our industry.

We invite you to join our team as we work together to solve the world's biggest challenges.

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As world leaders in all aspects of Technology, from Research & Development, Design, Delivery and Management we are in an enviable position to generate value for our customers.