Job Openings Service Centre Technical Analyst

About the job Service Centre Technical Analyst

The Service Centre Technical Analyst is responsible for contributing to overall customer satisfaction across all Optus Enterprise customers by providing industry leading technical expertise and customer service through the management of customer incidents and service requests. This role is the technical expert within a high performing team and will be setting the benchmark across the business for customer support.

The role will provide technical support to customers for faults and other network related issues that impact on customer service. This specialist role will provide technical management, subject matter expertise and guidance across multiple platforms and technologies while acting as an escalation point for the team in support of external and internal customers as required. The role will provide coaching and mentoring to build technical capability of Client Specialists within the Service Centre teams. Part of the role will also include a level of Major Incident Management, playing the role of conduit between the EB Service Centre and the internal Optus MIM team for technical issues such as outages that impact any of the Enterprise accounts.

The Service Centre Technical Analyst provides frontline, technical support for our Optus Enterprise customers – primarily by telephone but also through digital channels. A Service Centre Technical Specialist must be self-confident in communicating with high level businesses and internal stakeholders, while having significant technical problem solving aptitude. The role requires a level of autonomy along with an ability to think on your feet and make key decisions in support of both customer experience and Optus processes.

This role is accountable for delivering brilliant service to a diverse range of customers (which may at times include both our internal stakeholders and external vendors), across several key technologies including but not limited to Mobile, Contact Centre, Security and Network products. The Service Centre Technical Specialist will be responsible for promptly and appropriately owning and resolving the customer technical issues by exploring the range of possible options to determine the right solution. Customer satisfaction is a key outcome for this role, it is a true core business focus, and this role is key in delivering that.

It is an absolute must have for the candidate to be passionate and driven when it comes to customer service and technical knowledge. The role will provide substantial opportunities for career growth and technical uplift across all the mentioned technologies making it ideal for someone who is driven to succeed.

This role requires not only a significant level of technical expertise, but also exceptional communication as you will be attending both client facing and internal management meetings where necessary. Technical expertise will be a focus of this role as you will be required to stay on top of new and emerging technologies that may impact Enterprise customers or the Optus business. This Technical Specialist role will be the delegate for the Team Leader for escalated technical matters.

KEY ACCOUNTABILITIES
  • Provide specialist technical support for customers. Receive, detect, diagnose, test, isolate and resolve network problems across all Optus product and network platforms
  • Maintain an extremely high level of technical expertise across the Optus products supported by the Service Centre, including Mobile, Fixed and ICT.
  • Ensure fault management procedures are followed and adhered to and those key stakeholders within the company are informed of customer and network faults as required.
  • Provide specialist technical expertise and direction to team, internal and external customers on all technical issues.
  • Anticipate the resolution times faults and reassessing plan of action in order to meet the SLAs. Ensure that these SLAs are met and that the customer is provided with regular updates pertaining to their fault.
  • Assist in building technical capability and expertise across all Service Centre teams and functions.
  • Keeping up to date with training and technical knowledge, in a state of constant learning
  • Take technical lead from a Service Centre perspective on any major incidents or outages across Optus that impact Enterprise customers. Work with internal stakeholders (MIM, Client Delivery, Management etc) to provide technical guidance where necessary
  • Initial ownership of all Enterprise customers Incidents and Service Requests
  • Support Client Specialists with resolving technical issues prior to TAC escalation
  • Provide coaching and mentoring to Client Specialists to build technical capability within the Service Centre
  • Triage and resolve tickets on first touch where possible, escalate to internal TAC teams where needed
  • Adherence to established ticket SLA’s (Call response, ticket response, and resolution etc.)
  • Monitoring and working from internal call and ServiceNow ticketing queues
  • Liaising and working with internal TAC and Client Delivery teams
  • Managing customer expectations and communication for all tickets
  • Ensuring all internal process and technical documentation is kept up to date and accurate
  • Understanding and adhering to escalation processes for core technologies and service (internal MIM, external vendor or internal stakeholder etc.)
  • Participating and providing input and insight to new product and service updates (internal and external)
  • Ensuring ultimate customer satisfaction via clear, constant communication and accurate ticket management
  • Ensuring adequate and accurate handover to following shift
  • Adhering to the 24/7 operating roster, with onsite and after-hours requirement

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