Mobile Technical Support Specialist

About the role

Telstra is looking for a Mobile Technical Support Specialist to join its Technical Support team and help customers get the most from their mobile and unified communications (UC) services. You will resolve enquiries, coordinate requests and deliver a helpful, reliable customer experience while building your technical knowledge. The role is for a fixed term of 12 months.

Key responsibilities

• Respond to customer enquiries about mobile and Unified Communications products by phone, email and approved digital channels.
• Record and manage enquiries, incidents and requests in the service management system.
• Use work instructions to identify issues, provide first-level support and escalate when needed.
• Keep customers informed with clear, accurate and timely updates.
• Maintain device, SIM and service records.

Required profile

• Customer service experience supporting mobile phones, or from an IT service desk, contact centre, retail or other customer-focused setting.
• Clear communicator who enjoys helping people solve problems.
• Organised, dependable and comfortable learning new systems and processes.
• Works well with others and takes ownership of tasks through to resolution.
• A Baseline security clearance; NV1 clearance is preferred.

Required skills

• An ICT qualification or certification (helpful but not essential).
• ITIL certification or a basic understanding of ITIL (helpful but not essential).