Service Assurance Analyst - Melbourne, Australia - VOCUS
Description
Collaborative, receptive team with supportive and team-oriented culture- Autonomy & flexibility, opportunity to drive change and influence process
- Generous discounts on power, gas, mobile and internet
Do it. Own it. Love it. and that's why they choose to work for us. Here, it's never just a job - we care about what we do and the impact we have, and that's what connects us.
About the Role
We are seeking a proactive & customer focused Service/Technical Assurance Specialist to join the Partner Relations team.
The Partner Relations - Assurance Specialist will be responsible for acting as a point of contact and triage point, accountable for managing Vocus' Products and Solutions, supporting with technical and complex assurance matters, managing escalations, managing partnerships between BPO, Carrier and Customer; along with other internal and external stakeholders.
This is a full-time, permanent opportunity based with hybrid working arrangements in Melbourne, Victoria.Your key responsibilities in this role will include, but are not limited to:
- Point of contact in Level 2 enquiries for voice and data products acting as a triage point between internal and external stakeholders.
- Direct contact with internal and external stakeholders, monitoring performance against key metrics.
- Act as an escalation point attending to customer requests and major incidents via our escalation or fast track process in compliance with service levels.
- Ensure a high level of customer service is provided to all Vocus customers through the endtoend Assurance process.
- Maintaining accurate records/documentation for all existing and planned network elements, systems, services and/or circuits.
- Develop and represent Vocus in carrier and customer governance meetings.
- Create and manage reports to improve quality of service and decisions.
About You
- Experience in a Telecommunications service environment incident management/response desirable
- Background or understanding of networks, engineering, NBN or associated technologies is highly advantageous
- Experience in Customer & Carrier relations, commitment to customer service
- Strong data and analytical skills
- Excellent written and verbal communication skills
- Excellent time management and prioritisation of workload
Vocus Vibes & Perks
- Collaborative, receptive team with supportive and teamoriented culture
- Great existing client relationships
- Autonomy & flexibility, opportunity to drive change and influence process
- Encouraged career development & progression opportunities
- Hybrid & flexible working arrangements 2 days in the office, 3 days working from home per week
- Generous discounts on power, gas, mobile and internet
- Leave offerings anniversary leave, ability to purchase additional leave & paid superannuation contributions for parental leave
- Study assistance programs to excel your leading and development
- Health & wellbeing support and initiatives
LI-Voc
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