Description:
At Optus, we have an ambitious goal to be Australia’s most loved everyday brand.
Based in Macquarie Park, Sydney this role will provide customer service at a residential level to Retail Service Providers over a multiple product mix but not limited to, NBN (residential and business), ULL and wholesale service desk product set.
NBN network Analyst team will be responsible for delivering a superior level of customer service through the successful management of service connections, service assurance and major outages reported in accordance with Service Level agreements.
Your day in the life of a Network Analyst at Optus
- Act as first point of contact for Optus Wholesale customers to OWS
- Specialist in relevant products, processes and systems
- Effectively manage 3rd party outages and network/system outages
- Conduct validation of services, test and troubleshooting to isolate/replicate faults affecting Optus Wholesale products
- Log faults isolated to the ULL/NBN network directly to the 3rd party network provider
- Proactively report and communicate escalated issues or trends affecting wholesale customers
- Escalation management internal and external to avoid breaches
- Understand the products and services offered to the Optus Wholesale customer base and understand how Optus network issues affect our individual customers’ business
Your skills to pay the bills
- Solid customer service, customer care, operations or process experience
- Cert 3 or higher in Telco or other relevant tertiary studies
- Ability to escalate highly visibility fault to management for issues based on customer impact and product SLAs
- Experience identifying process improvements and recommend changes, with follow through to implementation of approved recommendations
- Ability to understand the customer’s requirements and act on their behalf to groups within Optus and take appropriate action
Perks we love at Optus
- Competitive salary and performance incentives
- Discounts to Optus products and services, and to over 400 retailers Australia-wide
- Training, mentoring and development opportunities (ask us about OptusU!)
- Up to five days of Volunteer Leave per year
- A “connected” day for you to use to connect to something you are passionate about
- Hybrid ways of working
- Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office
- Sydney Campus; 20mins from CBD via our Optus bus. Our 999 Metro Connect service connecting you to and from Macquarie University Metro Station to Optus Campus every 6-8 minutes, morning and afternoon!
Keen to see what it’s really like to work at Optus? Search #OptusLife on LinkedIn to go behind the scenes!
At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au along with your preferred method of contact and we will be in touch.
For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity.