URL Networks is a Telco with a difference.

Due to continued growth, a rare opportunity exists to join a close-knit team of telecommunications specialists in the role of Customer Support Agent (Helpdesk).

We strive to deliver a high-level of service experience across the board - so only those with excellent written and oral communication skills need apply.

You will receive extensive on-the-job training and be welcomed into a small team working within a hybrid telecommute/CBD office-based framework. The successful candidate/s will enjoy a flexible rotating roster to cover 8:30am-8:30pm Monday-Friday, with potential for the addition of an on-call weekend component 'down the track' as operations continue to expand.

A Victorian Driver's Licence is highly desired as there is some scope for additional on-site customer support opportunities suited to dynamic industry career-professionals.

IT Graduates with long-term rights to live & work within Australia will be considered; with salary offered in this instance commensurate with relevant transferable skills/industry experience.

This is a fantastic opportunity for the right candidate.

So, if you are a passionate IT professional looking for career development and seeking your next challenge within the telecommunications space - we want to hear from you!

A cover letter detailing your relevant experience and prospective suitability for the role is essential.

***Applications close June 10***

About the business

Established in 2007, URL Networks is an innovative Melbourne-based Telecommunications provider delivering excellence to both business and residential clients nation-wide. Our ethos is to take the stress out of telecommunications. For our corporate clients especially, this utilises our tailored in-house call-management solution and custom user portal. Therefore we highly value 'out of the box' thinking and a willingness to learn and grow within all of our employees.

About the role

This role predominantly requires working within a telecommuting framework whereby you will handle inbound helpdesk calls, support tickets and live chat requests in a timely, highly professional manner; providing excellence in issue resolution, taking fault ownership (where relevant) and consistently offering our valued clients the personal touch as one of our reliable brand ambassadors.

You will also be required to attend regular training and team-working days in our Melbourne-based office space, so we do seek candidates with a reasonable proximity to the CBD and the willingness to reliably commute as requested.

Total remuneration package offered is competitive within this role's parameters and offers potential growth within the company for the right fit. Relevant prior experience within this sector will be considered favourably, but it is not necessarily the only consideration, as trainability and the right attitude is paramount.

Benefits and perks

What you will gain:

the convenience & improved work/life balance of routinely telecommuting whilst undertaking your key employment duties

becoming an integral part of a growing company and contributing significantly to our ongoing development

face-to-face and remote on-the-job training; with the opportunity to learn from a company director with over 20 years of broad industry experience

the ability to contribute meaningfully to the company environment, working within a small team where your voice will always be heard and appreciated

opportunities to attend relevant formal training courses

opportunities to help innovate, design & lead small projects

your home office hardware and internet connectivity costs to be covered by the employer

frequent team-building & training days

invitations to attend fully catered staff social events (outside regular hours)

Skills and experience

Candidate Requirements:

demonstrated understanding of broadband internet configuration and troubleshooting

excellent English skills, both oral and written

ability to implement instructions with accuracy and conscientious follow-through; consistently meeting and surpassing customer service expectations

a personable 'can-do' approach to troubleshooting connectivity issues

demonstrated ability to be a trustworthy self-starter, working fairly autonomously within a predominantly remote-work scenario

adaptability to change and willingness to learn

ability to work cohesively within a small team environment

must have access to a suitable enclosed dedicated home office space

Other Desirable Skill-sets:

experience working professionally with VoIP, or relevant comparable technical experience able to be demonstrated

advanced VoIP troubleshooting and debugging abilities are highly desired, but not essential if the capacity to rapidly learn new skills is demonstrable

experience with MikroTik hardware and RouterOS highly regarded

some software programming ability viewed highly, but non-essential

understanding of network infrastructure, backup and maintenance requirements also viewed highly

formal academic qualifications in IT viewed favourably in lieu of previous industry experience