Job Title: Customer Service Specialist - Video Teleconferencing (VTC)
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This role is a fantastic opportunity to be the first point of contact for our Defence customers, supporting cutting-edge Video Teleconferencing (VTC) technology to deliver exceptional customer service and solving technical challenges.
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Key Responsibilities:
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1. Be the go-to expert for VTC hardware/software setup, troubleshooting, and maintenance.
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2. Own the end-to-end customer experience-from logging requests to resolution.
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3. Collaborate across teams and third-party suppliers to meet service levels.
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4. Keep customers informed with clear, timely updates.
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5. Champion our values and safety standards in every interaction.
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6. What Success Looks Like:
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7. Fast, courteous, and effective responses to customer enquiries.
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8. Accurate logging and categorisation of service interactions.
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9. First-level resolution of technical issues and smart escalation when needed.
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10. Seamless coordination across teams to meet Defence expectations.
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11. Consistent delivery within agreed Service Level Agreements (SLAs).
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12. What We Offer:
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13. Performance-related pay.
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14. Access to thousands of learning programs so you can level-up.
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15. Global presence across 22 countries; opportunities to work where we do business.
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16. Purchased annual leave scheme.
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17. Additional Telstra day off.
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18. Additional 30% off Telstra products and services.
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19. Toolkit provided (laptop + mobile phone + plan paid for).
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20. Requirements:
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21. Experience in AV/VC technical environments and customer service or service desk roles.
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22. Strong troubleshooting, problem-solving, and communication skills.
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23. Familiarity with tools like CISCO TMS, PEXIP, Polycom Clarity Manager (desirable).
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24. NV2 Security Clearance (essential).
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25. ITIL knowledge and relevant ICT qualifications (highly desirable).
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26. Adaptability in fast-changing environments.
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27. Accountability and ownership of outcomes.
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28. Passion for exceeding customer expectations.
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29. Commitment to health, safety, and environmental standards.
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30. Let's Work Together:
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* We're committed to diversity and inclusion. Everyone is respected, valued, and celebrated.
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* We prioritize creating a workplace culture where everyone feels safe and can thrive.
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* Join us and be part of a team that cares about sustainability.
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* Apply now and become part of a welcoming and inclusive community.
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