Company Description
Symbio is a software company changing the way the world communicates.
Our platform delivers the full communication stack, from carrier infrastructure to enterprise collaboration, across multiple Asia-Pacific regions.
Symbio is part of the Aussie Broadband Group - a fast-growing telecommunications services provider.
Listed on the Australian Stock Exchange (ASX: ABB), the Group collectively supplies more than 1 million services, operates two Tier 1 voice providers in Australia and owns fibre infrastructure.
Job Description
As our Wholesale Support Aussie Expert, you'll play a critical role in delivering exceptional support to our customers and empowering our internal teams.
You'll work closely with team leaders, management, business consultants, field technicians, and customers to ensure smooth operations, high service standards, and a best-in-class support experience.
If you thrive on solving complex problems, mentoring others, and making systems and processes better, this could be the role for you.
In this role, you'll be responsible for delivering the following activities and outcomes:
Working with team leaders and the management team to support business consultants and maximise customer satisfaction
Acting as an escalation point for complex faults, service modifications, and enquiries
Creating, reviewing, and delivering knowledge articles and work instructions to support Business Support Officers
Providing network and technical support to field technicians and customers
Mentoring, coaching, and instructing new and existing staff
Communicating clear, actionable instructions to ensure a well-oiled, high-performing team
Attending and delivering training to expand team knowledge and capability
Identifying, designing, and implementing business processes that improve the overall support experience
Qualifications
Strong knowledge of Business Telco industry, products (FTTN/C, Fibre, TC1/2/4 services), and business-grade networking equipment (Cisco ISR, Fortinet firewalls, Cisco Meraki)
Solid understanding of advanced networking technologies and protocols (QoS, MPLS, IPSEC, BGP, OSPF, VLANs, VRF, SD-WAN, Layer 2 networking)
Experience supporting Cloud Connect, Hosted Phone Systems, and Managed Routing & Switching
Relevant industry qualifications or certifications (e.g. CCNA, NSE4, CompTIA A+ / Network+)
Previous experience in technical support within a call centre environment
You will demonstrate the ability to:
Approach problems analytically, troubleshoot complex issues using the OSI model, and resolve technical problems efficiently
Provide clear technical guidance across multiple technologies and mentor team members
Communicate professionally, both verbally and in writing, while working autonomously and contributing positively to a team environment
Adapt quickly to changing technologies and priorities, maintaining excellent organisation and time management skills
Additional Information
Life at Symbio
We ensure our employees have equal access to a range of learning and development opportunities, and encourage everyone, regardless of gender, ethnicity, disability, sexual orientation or life stage to embrace these opportunities, enabling them to develop themselves and their career.
Our employee's happiness, health and wellbeing is important at Symbio.
We provide all employees with flexible working options to ensure that work doesn't compromise life outside Symbio and also supports their wellbeing.
We regularly enhance our employee benefits such as discounted Aussie Broadband internet, up to 26 weeks paid parental leave including super contributions for primary and secondary carers and social clubs.
At Symbio, our diverse backgrounds and unique experiences allow us to continue to innovate and create the brands, networks and technologies to power the future of global communications.
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