Overview
Join UTelecom as an ICT Customer Service Officer (CSO) in Baulkham Hills and play a vital role in delivering exceptional support to our business clients. In this dynamic position, you’ll be the first point of contact—resolving technical queries, troubleshooting issues, and ensuring smooth delivery of our tailored telecommunications solutions. If you’re passionate about technology, have a knack for problem-solving, and thrive in a fast-paced environment, this is your chance to make a real difference and grow your career with a forward-thinking team dedicated to helping businesses succeed in the digital age.
Responsibilities
- Provide exceptional customer service support to clients via phone, email, and online channels.
- Troubleshoot and resolve ICT-related enquiries, incidents, and service requests promptly.
- Accurately log, track, and manage support tickets using internal systems.
- Escalate complex technical issues to relevant teams when required.
- Assist clients with the setup and configuration of telecommunication products and services.
- Deliver clear, jargon-free guidance to help clients understand solutions and processes.
- Maintain and update client records, ensuring all information is accurate and confidential.
- Collaborate closely with technical teams to ensure seamless service delivery.
- Monitor and report on recurring issues to contribute to service improvements.
- Participate in training sessions to stay updated on latest products and technologies.
- Proactively identify opportunities to enhance customer satisfaction and loyalty.
- Support sales and account management teams with service-related queries.
- Ensure compliance with company policies, privacy laws, and industry standards.
- Contribute to team meetings and share insights for continuous improvement.
- Represent UTelecom’s values by delivering reliable and innovative support to every customer.
- Troubleshoot and resolve ICT-related enquiries, incidents, and service requests promptly.
- Accurately log, track, and manage support tickets using internal systems.
- Escalate complex technical issues to relevant teams when required.
- Assist clients with the setup and configuration of telecommunication products and services.
- Deliver clear, jargon-free guidance to help clients understand solutions and processes.
- Maintain and update client records, ensuring all information is accurate and confidential.
- Collaborate closely with technical teams to ensure seamless service delivery.
- Monitor and report on recurring issues to contribute to service improvements.
- Participate in training sessions to stay updated on latest products and technologies.
- Proactively identify opportunities to enhance customer satisfaction and loyalty.
- Support sales and account management teams with service-related queries.
- Ensure compliance with company policies, privacy laws, and industry standards.
- Contribute to team meetings and share insights for continuous improvement.
- Represent UTelecom’s values by delivering reliable and innovative support to every customer.
Qualifications
- Australian citizenship or valid working rights required.
- Tertiary qualification in Information Technology, Computer Science, or a related field.
- Minimum 2 years’ experience in ICT customer support or a similar technical support environment.
- Sound knowledge of networking, telecommunications systems, and troubleshooting methodologies.
- Strong communication skills, with the ability to explain technical concepts to non-technical users.
- Proven ability to work both independently and as part of a dynamic team.
- Familiarity with industry best practices, including ITIL and cybersecurity protocols.
- Excellent problem-solving skills and attention to detail.
- Commitment to delivering outstanding customer service and continuous improvement.
- Tertiary qualification in Information Technology, Computer Science, or a related field.
- Minimum 2 years’ experience in ICT customer support or a similar technical support environment.
- Sound knowledge of networking, telecommunications systems, and troubleshooting methodologies.
- Strong communication skills, with the ability to explain technical concepts to non-technical users.
- Proven ability to work both independently and as part of a dynamic team.
- Familiarity with industry best practices, including ITIL and cybersecurity protocols.
- Excellent problem-solving skills and attention to detail.
- Commitment to delivering outstanding customer service and continuous improvement.