Customer Support Technical Specialist

• Join a powerhouse of brands that connect customers, businesses and communities.
• Bring your boldness and stand out in an organisation that supports you to shine.
• Access to awesome perks like a free mobile and home internet plan!

Bring your ‘you’ to TPG Telecom, and help us build meaningful relationships and support vibrant, connected communities. **We’re better and bolder together.**

TPG Telecom started with a belief that we can make things better for Australians. We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. It’s our why; our reason to exist. Now, we’re proud to be one of Australia’s leading mobile and internet providers. We’re not just redefining telco, we’re changing its course. And you play a role in that. A big one. The opportunities are plenty for those who are ready to accept the challenge.

Could that be you?

**Your opportunity:**

Working within the Enterprise & Government Operations function, the Technical Customer Support Specialist plays a lead role in the technical operation, configuration and support of Internet of Things (IoT) & Managed Private Network (MPN) mobility services & solutions, for business, enterprise and government customers.

Customers place a high value on the reliability and technical performance of their IoT/MPN services, and the responsiveness / effectiveness of associated technical support is a critical component of the IoT/MPN service model. As such this is a pivotal role in the ongoing evolution of TPG’s mobility services business

**You'll make impact by:**

• Work closely with IoT/MPN Solution Architects to ensure smooth technical onboarding of new customers and solution changes for existing customers; ensure service design and other technical reference documentation is maintained and appropriate operational technical service handover, verification and acceptance is completed for new services and changes to existing services
• Monitor the health and performance of TPG’s key IoT/MPN customer solutions in accordance with defined service monitoring procedures and cadences, and take appropriate action to address service health alerts
• Provide front-line support in response to customer support requests raised through the IoT/MPN technical support channels, as well as assessing service impacts of faults / incidents identified through service health checks/monitoring or notified by internal TPG technical teams / 3rd party service partners
• Ensure all customer technical support requests and service faults/incidents are appropriately logged, qualified, categorised and assigned according to fault type, service impact severity and defined SLAs
• Resolve technical faults impacting IoT/MPN services, working with other internal TPG / 3rd party resolver teams as required. Complex incidents may involve requesting service logs/network traces and attending troubleshooting calls to drive outcomes with technical resolver groups directly, co-ordinating feedback to customers and gathering additional customer inputs required by resolver teams.

**What you’ll bring:**

• Strong relationship management, communications and customer service skills
• Technical skills: specialised IoT & MPN hands on technical support experience and technical knowledge across the entire “IoT value chain” (devices, networks/connectivity, applications and platforms), associated frameworks and protocols
• Problem solving skills, proactive, resourceful in sourcing required data, performing analysis and consulting with other teams/resources close out technical service issues
• ITIL4 Foundation level certification desirable – understands and applies best practice service desk, incident, change and problem management principles
• Excellent presentation, organisation and communication skills (written and oral).

**Ideally, you will also have:**

• Emotional resilience, including the ability to work effectively and efficiently under pressure in a 24/7 environment
• Team player
• Ability to deal with high pressure situations and changeable environments, flexibility, resilient and tenacious with a propensity to persevere.
• Thirst for ongoing research and learning: IoT/MPN systems and related technologies
• Experience in management of service, project and/or operational delivery teams.
• Exposure to sales and operational environments within the IT&T industries

**What's in it for you?**

• Flexible hybrid way of working (from home and office)
• ‘Stay Connected NBN’ – Access to a free, high‑speed NBN plan (up to 500 Mbps)
• Access to TPG Learning Hub platform and internal development opportunities
• Access to Corporate Partner Discounts

**Come join us and build a better future. Apply today.**

*Don’t meet every single requirement? That’s OK! At TPG Telecom, we’re all about creating an accessible workplace where everybody feels safe to bring their authentic self to work - regardless of background. If you think this role is a great fit for you but some of the qualifications don’t align with your experience, we still encourage you to apply - you might just be the perfect candidate for a similar role with us! Learn more about life at TPG Telecom* *here**.*

*TPG Telecom also acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office can be found in Barangaroo.*

*Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes.*

#LI-Hybrid #LI-RS1 IND2

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