Customer Support Engineer – Sydney, Australia

Overview

Description

We’re currently seeking additional Customer Support Engineers with a background or interest in VoIP or Mobile telephony to work from our Sydney office.

Responsible for providing technical support, administration and user education for all Partners and Customers of Natterbox, the position requires an extremely effective and proactive communicator capable of prioritising and managing multiple complex tasks efficiently.

To apply for this role directly, please complete this online application form (no agencies)

Job Title

Customer Support Engineer

Reports To

Global Sales & Marketing Director

Location Based

Sydney, Australia

Responsibilities

  • Working as part of a team on the Support desk providing up to 2nd level email and telephone support
  • Diagnosing and allocating all service desk requests in accordance with Service Level Agreements (SLAs)
  • Duplicating bugs in a test environment
  • Providing full detail with written documentation when escalating issues
  • Working closely with QA and Development teams to help resolve service issues
  • Active participation and contribution towards:
  • Customer documentation
  • Product enhancement
  • Team review meetings
  • Perform remote customer training via webinars
  • Be ‘On call’ on a regular basis to support the company’s 24 / 7 support rota, and demonstrate flexibility with daily work patterns

Qualifications

Essential Experience

  • Educated to minimum HSC level (or equivalent). A further education qualification is preferred. A degree is a distinct advantage.

Desirable Experience

  • Experience of technical support
  • Experience working with internet and cloud based technologies in a business environment

Essential Skills

  • Good with IT / Software
  • Clear communicator with good people skills
  • Good written English

Desirable Skills

  • Working knowledge VoIP including SIP and RTP protocols
  • Knowledge of standard PSTN and Mobile telephony networks
  • Understanding of networking such as Firewalls, basic router configuration and NAT

Personal

Essential attributes

  • Self starter able to make progress with minimal supervision
  • Possess good interpersonal, written, oral and analytical skills
  • Able to prioritise and work within tight time scales in order to meet SLAs
  • Can accept and act upon constructive criticism
  • Capable of juggling multiple tasks of varying priorities

Desirable attributes

  • Able to work under pressure
  • Sense of urgency along with a sense of ‘problem ownership’ to see all issues through to successful resolution

Essential circumstances

  • Due to the nature of the company’s products and services, the jobholder must on occasion, be willing and available to work extra hours if the needs of the company require it
  • There may be in addition requirements to work away from the Natterbox office and be based at customer premises
  • Present an acceptable appearance at all times
  • Live within commuting distance of Chatswood, Sydney, Australia

Desirable circumstances

  • This role may involve access to confidential customer and financial information, and as such requires the successful candidate to undertake basic background and reference checks.
  • Natterbox Pty is an equal opportunities employer

Salary

Salary Details

  • Competitive and subject to experience