03 June 2021
Technical Support Officer Level 1 (IP and VOIP Knowledge)

Overview:

Beepo is a Probe Group company, a full service Australian owned outsourcing company. With 12,600 people and over 15,000 deployed workstations across 6 countries. Making Probe the largest and most diverse Australian owned customer experience outsourcing provider. 
 
Our Beepo office is located in Clark, Pampanga. We provide exceptional workforce support to clients all over the world. Our primary focus is to help businesses grow sustainably with the help of fantastic Philippine talent.
 
You will be supported by a great working environment, leading benefits, and an opportunity to meet your career goals. You will be able to apply your skills and innovative thinking to this role. This is an opportunity to grow your career quickly.
 
 
Duties and Responsibilities:
 
  • Help small to medium businesses save time and money by seamlessly migrating their phone systems to the Cloud, and handling their move to the NBN
  • Provide excellent first line customer care and support first time, every time
  • Manage assigned tickets, both delivery and fault related
  • Design, configure and test hosted PBX systems to client specifications
  • Assist clients with troubleshooting IP and VoIP equipment
  • Help deliver telecommunication service such as Internet, cloud phone systems, mobile and similar
Additional Responsibilities
  • Assist in managing the end to end Provisioning of NBN (L3), NBN EE, EFM, ADSL, PSTN, ISDN, Mobile (4G), Hosted PBX and SIP (VoIP) services for new and existing customers
  • Liaise and communicate appropriately with internal staff, external partners and customers to ensure on-time delivery of projects
  • Manage hardware ordering and stock replenishment
  • Ensure all hardware is configured and tested prior to the delivery of any service
  • Diagnose issues, e.g. VOIP, SIP, Internet fault logging, NBN, Mobile (4G)
Qualifications and Experience:
  • Degree in Information Technology, Computer Science or related
  • At least 1 to 2 years experience in a Customer Care Support Experience (Billing and Technical Support)
  • Knowledge in troubleshooting IP and VOIP Equipment 
  • Understanding of IP and networking principles
  • Knowledge of PBX principles 
  • Exceptional Customer Service skills 
  • Experience in a IT Service Desk role with demonstrated technical skills 
  • Demonstrated planning, prioritisation and organisational skills
  • Proven track record of over-achieving work quota 
  • Excellent verbal and written communication skills
  • Can work under pressure
  • Willing to learn and upskill eventually
  • Patient and understands the customer's concern
  • Experience in the following would be an advantage:
    • Telstra Provisioning 
    • Australian Customer Care
    • Networking and Configuration (Cisco) 
    • A range of different NBN technologies and service classes
    • Debugging TCP/IP based networks
    • Configuration of basic network hardware such as routers, switches and WiFi, for setup of internet connections such as ADSL or NBN technologies
    • Experience dealing with ADSL, NBN or Fibre provisioning of services, and their processes, with major carriers such as NBN, AAPT, Telstra
  • Technical certification, preferably in IT Telecommunications (CCT, CCNA or similar) would be nice to have