Network Support Engineer

Company Overview

Founded in 2014, and listed on the ASX since 2015, Superloop’s purpose is to enable better internet for Australian homes and businesses. We enable challenger retail brands (including Superloop and Exetel brands) to take a larger share of the market, leveraging Superloop’s Infrastructure-on-Demand platform. Superloop provides connectivity and services to customers in three segments of the market: Consumer, Business and Wholesale. Our offerings leverage Superloop’s investments in physical infrastructure assets that include fibre, subsea cables and fixed wireless, as well as Superloop’s software platforms. Hundreds of thousands of homes and businesses rely on Superloop and Exetel every day for their connectivity needs.

Visit www.superloop.com to learn more.

Business Unit Overview

Consumer: The Consumer unit is the face of our retail brand that is committed to delivering on our customer promise; Super fast, Super reliable and Super easy internet access for all Australian homes. As a part of the Consumer unit, you will bring together systems, processes and people that deliver this experience across the customer touchpoints and customer lifecycle.

Role Purpose

We are looking for a Network Support Engineer to effectively handle enquiries and order processing. From a Support perspective, providing quality service, technical support and information regarding our internet services, products and troubleshoot internet issues. This is a mid-volume call center position.

Key Responsibilities

• The job responsibilities of this position are as follows but not limited to:

• Perform various service qualification checks using advanced web based applications

• Effectively respond to sales enquiries/ calls in a courteous, empathetic, and business-like fashion

• Undertake sales orders and submit necessary applications for effective provisioning/delivery of services

• Troubleshoot internet/ voice service issues and a basic knowledge in telecommunication technologies such as FTTN/X, FTTP/H, FTTC, FTTB, HFC, Fixed Wireless, Mobile 3G/4G LTE, home wireless broadband, ADSL, PSTN, VoIP. • Collaborate with our Products, Operations, and Quality teams to troubleshoot problems, improve processes, and ensure customer satisfaction.

• Communicate with customers through inbound calls, outbound calls, chat, and email channels.

• Assist new clients with their internet set-up; make suggestions as an industry expert and give an overall great first impression.

• Use the provided knowledge base to research answers to customer inquiries and respond to customers with timely, accurate information.

• Document customer needs, questions, interactions and suggestions for recording call/email notes in the appropriate CRM, tools or tracking systems.

• Attend regular 1:1 coaching session with your supervisor to ensure you regularly meet key performance indicators, emphasis will be placed on NPS (Net promoter Score) and ASA (Average Speed of Answer).

• Comply with telecom regulatory and compliance issues in Australia when providing end user assistance. Thorough training will be provided to effectively carry out your job, however, you should have the following essential requirements.
  

About You

• Outstanding business communication skills in English (oral, written) including the ability to use accurate grammar, spelling, punctuations, summarize and communicate technical requirements and solutions to non-technical stakeholders.

• Live web-chat support experience

• Delivers exceptional service day in and day out with fast response times and clear, helpful communication.

• Create "WOW" factor in all interactions and identify customer needs successfully

Qualifications and Experience

• Degree in IT/ Sales/ Computer Networking; City & Guilds - Certificate in Electrical and Electronics Technology (IVQ Level 2) or Diploma in Electrical and Electronic Engineering (IVQ Level 3).

• Edexcel BTEC HND in Telecommunication Engineering will be an added advantage. • Basic knowledge on computer networking such as basic networking theories, concepts and troubleshooting are a prerequisite.

• Minimum 1+ years of customer care experience, live web-chat support or experience in a similar role.

• Solid personal experience with personal selling and a flair for sales.

• Experience in a Telco/ISP environment will be a distinct advantage.

• Patience, courtesy and the ability to paying attention to ultimate detail.

• Ability to work for extended periods of time.

On Offer

• Quarterly Superstar Awards – recognition for those who go above and beyond.

• Milestone Gifts & Birthday Cake.

• Referral Bonus – get rewarded for bringing great talent into the TechHub.

• Fruits & Nuts Mondays and Wednesdays - a healthy start to your week.

• Monthly Engagement Events – cricket matches, festive celebrations, and more.

• Quarterly Team Outings – SuperEats – time to unwind and connect outside work.

• SuperEats – enjoy affordable pre ordered breakfast and lunch options.

• Flexible Work – 3 days in the office, 2 days from home (once confirmed).

• Leadership & Development Training – Grow your skills and confidence.

• Career Excellence Program – build your future in telco and tech, right here at Superloop.

• Employee Assistance Program – we’ve got your wellbeing covered.

At Superloop, we’re dedicated to creating a supportive and inclusive workplace where everyone feels safe, valued, and empowered to be who they are. We actively embrace diversity and celebrate the unique backgrounds, perspectives, and experiences of our team members. As an equal opportunity employer, we welcome applicants from all backgrounds to apply, regardless of gender, age, faith, ethnicity, nationality, sexuality, neurodiversity, or physical ability. We’re committed to ensuring that our hiring processes are accessible and inclusive for everyone interested in joining Superloop.