As a Level 1 Support Officer you are our frontline face for interacting with our customers and resolving issues they may have. You will provide support across various services, including internet, Email, voice and other products that we supply. You are a professional with highly technical skills and will vary communication to provide a level of assistance appropriate for the customer.

• Follow the guidance provided by Level 1 Technical Specialists, Level 1 Team Leaders and Technical Support Officers.
• Answer incoming phone calls from customers and assisting with over the phone technical support.
• Maintaining accurate information in our ticketing system for all interaction with customers and related troubleshooting / investigation.
• Manage tickets assigned to your person and ensure issues are followed through to completion or appropriately escalated.
• Work with 3rd party wholesale providers where their assistance is required to solve customer problems.
• Communicate with customers and 3rd party’s via phone, tickets, Email and other relevant forms of communication.
• Work within APN's information management system to utilise the information and toolsets to accurately investigate customer services.
• Provide coverage across the customer service hours as rostered by Team Leaders.

Experience
• Experience working in a telecommunications provider customer support environment is highly desirable. Knowledge
• A demonstrated in-depth understanding of internet related technologies.
• A thorough understanding of support processes, ticketing management and company information systems.
• Commitment to exploring and increasing technical knowledge.

Benefits

• Opportunities for career growth and advancement within the company
• Mobile phone and Internet allowance
• EAP - Employee Assistance Program Service/Support
• Positive and Inclusive work environment
• Hybrid working Environment (3 days/week on-site)*

We value the unique backgrounds, experiences and contributions that each person brings to our community and encourage and celebrate diversity. First Nations people, those identifying as LGBTQIA+, people of all ages, with disabilities and culturally and linguistically diverse people are encouraged to apply.

* Once training is completed and readiness achieved to take on calls and support customers remotely.

Responsibilities:

An employee at this level would normally perform the following indicative tasks:

follow work health & safety policy and procedures

• communicate in a customer contact centre
• work in a customer contact centre environment
• respond to inbound customer contact
• conduct outbound customer contact
• use basic computer technology
• use an enterprise information system
• provide qualify customer service