Technical Customer Advisor

World Class organisations are driven by a sense of purpose... Our purpose is to create a brilliant connected future for everyone! Our ambition is to enrich lives and power commerce. It's why we're constantly finding better ways to serve our customers and why we're building new ways to support our clients doing business. At Telstra we put our customers at the heart of everything we do and that's why we’re focused on designing exceptional technology solutions and experiences for them.

To support such a vision we are looking to hire two exceptional Technical Customer Advisors to join our Telstra Enterprise, Service Operation team in Canberra.  

Telstra Enterprise is helping customers find better ways to empower business and government to thrive in a connected world and in the process helping lead Telstra’s transformation from a traditional telecommunication to a technology company.

  A little bit about the role and the team

We are looking for exceptional Technical Experts to collaborate and form part of a dynamic, responsive and technology development leadership and management team where Telstra’s technical solutions are effectively delivered, aligned to the corporate strategy, digital agenda, and deliver value to our large government agency client.

Reporting to the Customer Service Delivery Manager, you will be responsible for managing multiple cross-function delivery teams. This team focuses on technical excellence and a high-performance culture by providing complex technical service, solutions and support to the networks, infrastructure, products and services supplied and operated by Telstra to our large government agency client.

Key Responsibilities

  • Work with internal stakeholders to proactively identify customer pain points and collaboratively develop and implement actions to address.
  • Diagnose and restore complex issues with the networks, infrastructure, products and services supplied and operated by Telstra
  • Provide input into and maintain technical documentation
  • Address Red Flags and manage the customer during service fulfilment incidents.
  • Drive resolution to once off and/or systemic issues which impact the customer.
  • Prepare process documentation to describe how networks, infrastructure, products and services operate.
  • Translate the customer business strategies and contracted deliverables into aligned objectives and plans across all Telstra and third party partner (s).
  • Alignment of all Service Levels for all contracted services and attainment of Customer Satisfaction/Advocacy targets.
  •  Proactively lead internal teams and third parties in a matrix environment to ensure attainment of all contracted service deliverables and Customer  Satisfaction/Advocacy objectives
  • Build and maintain global relationships and organisational interfaces to allow comprehensive ongoing delivery. 

In order to hit the ground running we are looking for individuals who can confidently demonstrate the following

  • Technical Diploma and relevant industry certifications
  • Must be an Australian Citizen
  • Holding an active baseline security clearance ( Desirable)
  • Technical Diploma and relevant industry certifications
  • Experience (generally 5 years post qualification) in analysing, designing, developing, testing, deploying and maintaining software solutions.  Experience in maintaining enterprise solutions and services typically associated with Wireless Services, Mobiles, Firewalls, Application Security, Data Communications and Networks
  • Familiar with outsourced operations management in an IT or Telco environment
  • Consultation skills - ability to liaise and coordinate at all levels with both internal and external stakeholders and customers
  • Understanding of the ITIL model
  • Influencing decisions and outcomes of key staff
  • Excellent organisational and time management skills

It's no secret that we expect a lot from you.  A job at Telstra is like no other you've had. You'll be challenged, you’ll be inspired and you'll be proud. Because whatever your job is here, you'll always be part of something bigger. Come and connect with what you love and apply now!

Benefits and Career Path:

A career at Telstra can lead down many paths. There is a variety of roles to suit all sorts of skills, but you will also have the chance to learn from the best people every day. Not only will you be rewarded with a competitive salary package, but there are a range of lifestyle products and services that you can access through our “my rewards” program, options to purchase additional leave, paid parental leave and the list goes on. And in case you haven't heard we're well known in the market for our best in class flexible working practices!

We work flexibly at Telstra. Tell us how this job could be flexible for you.

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit tel.st/allrolesflex

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