Infor off campus drive 2023 | B.E / B. Tech | Apply now

2023-03-07 Click here to join our placement whatsapp group

As a Customer Support Consultant, you will work with pioneering, cutting edge technologies and enjoy working in a fast-paced, agile, and collaborative environment.

 

Your role will involve providing high-level technical support and assisting in the development of solutions/fixes and support to the networks, infrastructure, products and services supplied at vendor and those operated by Telstra.

 

You will be working across all aspects of the customer support experience, through direct communications, escalation and engagement with up/down stream teams and Vendors. You will be given a high degree of autonomy and have the opportunity to work on initiatives to improve processes and the performance and integration of systems, making a positive impact on customer experience.

 

What is the focus of the role?

Key Responsibilities

• This role is responsible for continuously improving service reliability and rapidly restoring customer incidents.
• Working across all aspects of the customer support experience.
• Detect and prevent incidents before they occur.
• Aid the development and implementation of new technologies to ensure Telstra leads the ICT industry. (For example: Networking)
• Identify and implement opportunities to improve process, efficiencies, and customer experience.
• Provide input into learning and development for our entire ecosystem.
• Cross Skill into different technology hubs
• 24x7 Shift Environment / On-Call support / Australia Business hours

 

 

Key Accountability Metrics

• Volume Reduction
• First in Fix
• Cycle Time

Key Decision Rights

• Recall approval
• Escalation Management

Qualification – B.E / B. Tech or equivalent

Essential

• 0 to 2 years working in IT industry.
• CCNA or equivalent
• Knowledge on firewalls
• Strong understanding on Routing & Switching
• Incident Management Experience
• Previous Customer Service experience
• Written and Verbal communication skills and good English comprehension
• Good knowledge in Windows and Office 365

Click here to Apply

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