Assurance Technical Support Officer

Aussie Broadband; Traralgon; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Parental leave

Internet discount

Mobile service discount

Flexible working arrangements

Employee assistance program

Vendor discounts

Monthly rewards and recognition

Internal training and resources

Merchandise allowance

Fitness Passport

Job summary

Aussie Broadband seeks an Assurance Technical Support Officer to deliver frontline diagnostics, classify issues, and resolve technical and service problems. You will support customer inquiries across phone and digital channels while maintaining SLA targets and contributing to a high-quality customer experience.

Two 12-month maximum term opportunities in Dandenong or Traralgon, with learning and growth support, flexible benefits, and a dynamic, diverse team culture that values learning and

Qualifications

• Frontline diagnostic and issue resolution experience.
• Strong communication and customer service skills.
• Ability to meet service levels and handle multiple channels.

Responsibilities

• Deliver frontline diagnostics, classification and issue resolution.
• Meet customer service standards and call-handling targets.
• Respond to technical support requests via phone and digital channels.
• Troubleshoot and resolve service issues in line with SLAs and investigate faults.

Skills

Troubleshooting

Customer service

Communication

Independent work

Education

CCNA certification

NSE4 certification

CompTIA A+ certification

Job description

Join Aussie Broadband as an Assurance Technical Support Officer and be part of a team that's passionate about delivering exceptional customer experiences. We have two 12-month maximum term opportunities available in Dandenong or Traralgon, offering the chance to develop your technical capabilities, expand your industry knowledge, and contribute to meaningful work. Whether you're bringing experience from a similar role or looking to take the next step in your career, you'll be supported to learn, grow, and succeed with us.

At Aussie Broadband we believe difference is something to celebrate. Being advocates for Inclusion and Diversity means our team can bring their whole selves to work and allows us to better represent our customers and the communities that we serve. As a proud Equal Opportunity Employer, supporting and celebrating difference is just one way that we demonstrate our value of 'Be good to people' everyday.

Why work for Aussie?

Founded in regional Victoria almost 20 years ago, we are local from the ground up. What started in a living room in Morwell, has now expanded to every corner of Australia - we're growing fast and not slowing down! Our fantastic culture lives and breathes our values: Don't be ordinary, be awesome Think BIG No bullsh*t Be good to people Have fun

We are proud to be a B Corp Certified company, which means we're good to our people, our customers, and the planet by maintaining the highest standards for social and environmental performance, transparency, and accountability. We care about our community through our Pledge 1% commitment, sponsorship programs and our paid staff community service leave offering. But don't just take our word for it – We have been named one of the top employers in Australia by HRD magazine.

The good stuff

• 26 weeks paid parental leave for both primary and secondary caregivers (in addition to any government-paid leave)
• Discounted internet up to the value of $109 per month
• 20% off our Mobile services
• Day to day benefits like flexible working arrangements, Employee Assistance Program (EAP), discounts with big names like Specsavers, HCF and many more
• Celebrating you! With monthly rewards and recognition
• Internal training and resources for you to continue to learn, grow and achieve your career goals
• Yearly allowance for amazing Aussie merch
• Fitness Passport for access to multiple gyms and pools across Australia

Let's talk about you

• Certifications such as CCNA, NSE4, or CompTIA A+ (or equivalent) isn't necessary but it's preferred
• Strong organisation and time-management skills
• Clear and confident communication skills
• Ability to troubleshoot using the OSI model
• A proactive approach to problem-solving and leadership
• Confidence working independently and collaboratively
• A willingness to learn quickly and adapt to new technologies

How will you support our "Why?"

• Deliver frontline diagnostics, classification, and issue resolution
• Meet customer service standards and call-handling targets
• Respond to technical support requests via phone and digital channels
• Identify customer needs through effective questioning and product analysis
• Troubleshoot and resolve technical and non-technical service issues in line with SLAs
• Investigate faults using internal and external resources
• Work collaboratively with teams across the business
• Support field staff with fault resolution and installation queries

Aussie Broadband is an Australian operated telecommunications company that was formed in 2008 and is based in Morwell Victoria, Australia. The company's main focus is nbn™ (NBN) subscription plans and bundles to residential homes, small businesses, not-for-profits, corporate/enterprise and managed service providers. As a licensed carrier, the company provides these services through a wholesale agreement with NBN Co, a mix of leased backhaul infrastructure from third parties and its own network equipment. The company also offers a range of other telecommunications services including VoIP, mobile plans and handsets, entertainment bundles through its partnership with Fetch TV and connections through its own fibre, the OptiComm network and its white label platform. With its acquisition of Over the Wire, the company is also a Tier 1 voice provider, and offers a range of tailored cloud, connect and collaborate solutions to business, government and enterprise customers.