Technical Customer Support Representative

We are seeking a Technical Customer Support Representative (CSR) to join our frontline support team.

This role is ideal for a problem-solver with strong technical thinking skills who can effectively assist customers with Cloud-based VoIP, nbn and Mobile solutions, while also assisting with Sales and Billing enquiries. The Technical CSR will serve as the first point of contact for troubleshooting VoIP-related and Internet issues, providing excellent customer service while diagnosing and resolving technical challenges.

As an adept Technical CSR, you will:

• Serve as the first line of support for customers using our Cloud-based VoIP solutions, nbn service and mobile services, providing guidance via phone and email.
• Diagnose and resolve common VoIP issues, such as connectivity problems, call quality concerns, SIP registration failures, and configuration errors.
• Assist customers with VoIP setup, network troubleshooting, and best practice recommendations to optimize call performance.
• Diagnose and resolve common nbn issues.
• Provide guidance on common mobile service queries.
• Escalate complex or unresolved technical issues to higher-tier support teams while maintaining ownership of the customer case.
• Maintain up-to-date knowledge of VoIP technology, SIP protocols, networking principles, and cloud-based telephony to support customers effectively.
• Provide step-by-step troubleshooting instructions and document solutions in the company’s knowledge base for internal and customer use.
• Identify recurring issues and suggest product or process improvements to enhance customer experience.
• Educate customers on system features, configurations, and troubleshooting methods to empower them to resolve minor issues independently.
• Follow established service-level agreements (SLAs) to ensure timely and effective support response.
• Assist in onboarding new customers by guiding them through initial setup and configuration of VoIP services.
• Support customers in completing online sales forms and provide general knowledge of the sales process to help facilitate new service activations.

You will have:

• A technical mindset with experience in VoIP, networking, or IT-related customer support.
• Strong knowledge of VoIP protocols (SIP, RTP, etc.), PBX systems, and cloud-based telephony solutions.
• Understanding of networking fundamentals (e.g., routers, firewalls, QoS, NAT, DHCP, DNS, port forwarding).
• Prior experience in a technical support or helpdesk environment, preferably within a VoIP or telecommunications company.
• Knowledge of nbn services, including how they interact with VoIP solutions.
• Ability to troubleshoot and diagnose issues logically while maintaining excellent customer service.
• Strong communication skills, both verbal and written, with the ability to explain technical concepts in an easy-to-understand manner.
• Proficiency in using ticketing systems, remote support tools, and diagnostic utilities.
• Ability to work independently and efficiently in a fast-paced, customer-oriented environment.
• Certifications in VoIP technologies, networking (CCNA, Network+), or IT support (CompTIA A+, ITIL) are a plus
• Experience with cloud-based VoIP platforms, SIP trunking, and hosted PBX solutions are highly regarded
• Experience with nbn sales/support, and provisioning/assurance are highly regarded

Why Join Us?

• A fully remote role with flexibility to work from anywhere in Australia (WA based or flexibility to work WA time zone is highly regarded).
• A collaborative and supportive team environment.
• Opportunities for professional development and career growth.
• Competitive salary package tailored to your experience.

Join our team and help us deliver high-quality, customer-centric voice and connectivity solutions while expanding your technical expertise in a growing industry.

We can't wait to hear from you! The next stage of our process is a video interview.