Level 2 Technical Support Specialist for an Australian Telco

Job Title: Level 2 Technical Support Specialist for an Australian Telco

Location: Australia (Fully Remote Work)
Position Type: Full-Time

Company Overview: We are a leading Australian internet service provider committed to delivering high-quality, reliable internet solutions to homes and businesses across the country. Our goal is to provide seamless connectivity and exceptional customer service, and we are looking for a dedicated Level 2 Technical Support Specialist to join our team.

Role Overview: As a Level 2 Technical Support Specialist, you will play a critical role in providing advanced technical support for our customers. You will be responsible for troubleshooting and resolving complex technical issues related to internet services, hardware, and networking. You will work closely with customers to ensure their issues are resolved efficiently and provide guidance on best practices for maintaining optimal service performance.

Key Responsibilities:
* Respond to customer inquiries and issues via phone, email, or chat, ensuring timely and effective resolution.
* Provide in-depth troubleshooting for advanced technical issues related to internet connectivity, Wi-Fi, network configurations, and hardware.
* Resolve complex issues escalated from Level 1 support, ensuring a high standard of customer satisfaction.
* Assist customers with the setup, configuration, and optimization of their internet services and devices.
* Perform diagnostics and remote troubleshooting of customer devices, including routers, modems, and other networking equipment.
* Work collaboratively with other technical teams and departments to escalate issues or implement solutions.
* Keep detailed records of customer interactions, troubleshooting steps, and resolutions in the company’s CRM/ ticketing system.
* Stay up-to-date with product knowledge, service offerings, and technical changes to provide accurate support.
* Provide proactive guidance and advice to customers on how to optimize their internet experience, including security and performance tips.
* Document and report recurring internal or customer technical issues or product deficiencies to management for further investigation and improvement.
* Participate in training sessions to improve technical skills and knowledge of new products and technologies.

Skills and Qualifications:
* Proven experience (2+ years) in a technical support or IT troubleshooting role, preferably within an internet service provider environment.
* Strong understanding of networking concepts, including TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
* Experience with common networking devices (routers, modems, switches) and troubleshooting connectivity issues.
* Familiarity with different operating systems (Windows, macOS, Linux) and mobile platforms (iOS, Android).
* Excellent problem-solving skills with the ability to diagnose and resolve complex technical issues.
* Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical customers.
* Ability to work independently and manage multiple tasks in a fast-paced environment.
* Customer-focused attitude with a passion for delivering high-quality service.
* Knowledge of Australian internet service regulations and standards is a plus.
* IT certifications such as CompTIA Network+, Cisco CCNA, or similar are highly desirable.

Desirable Attributes:
* Proactive and self-motivated with a strong desire to learn and develop new technical skills.
* Team player who collaborates effectively with cross-functional teams.
* Flexible and adaptable to changing customer needs and service environments.

Benefits:
Competitive salary and performance-based incentives.
Supportive and inclusive team environment.

How to Apply: Interested candidates should APPLY via this link - https://forms.gle/YDSSTvyVEW7NsFHR6
Upload or attach the link to your updated resume and 2-minute audio recording. We are looking forward to hearing from talented professionals who are passionate about delivering exceptional technical support and customer service.