Provide Tier 2 support for customers, troubleshooting and resolving data - related issues in SaaS supply chain applications. Collaborate with engineering teams for software enhancements.
About the role
- Customer Service Specialist providing support for Video Teleconferencing technology to Defence customers. Ensuring exceptional service delivery and resolving technical challenges in Canberra or Sydney.
Responsibilities
- Be the go-to expert for VTC hardware/software setup, troubleshooting, and maintenance.
- Own the end-to-end customer experience—from logging requests to resolution.
- Collaborate across Telstra teams and third-party suppliers to meet service levels.
- Keep customers informed with clear, timely updates.
- Champion Telstra’s values and safety standards in every interaction.
Requirements
- NV2 Security Clearance (essential)
- ITIL knowledge and relevant ICT qualifications (highly desirable).
- Adaptability in fast-changing environments.
- Accountability and ownership of outcomes.
- Passion for exceeding customer expectations.
- Commitment to health, safety, and environmental standards.
- Strong troubleshooting, problem-solving, and communication skills.
- Basic troubleshooting – able to assist users with common technical issues (e.g., connectivity, login problems, audio/video setup
- Experience in AV/VC technical environments and customer service or service desk roles (desirable)
- Familiarity with tools like CISCO TMS, PEXIP, Polycom Clarity Manager (desirable).
Benefits
- Performance-related pay
- Access to thousands of learning programs so you can level-up
- Global presence across 22 countries; opportunities to work where we do business.
- Purchased annual leave scheme
- Additional Telstra day off
- Additional 30% off Telstra products and services
- Toolkit provided (laptop + mobile phone + plan paid for)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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