Client Services Coordinator

TAA Connect; City of Brisbane; On-site; AUD 60,000 - 75,000; Full time

Job summary

TAA Connect in Brisbane's Bowen Hills is seeking a Client Services Coordinator to support our business customers with Telstra mobile, connectivity and IT services. You'll work across our sales, technical and client services teams in a collaborative, office-based environment.

You'll investigate customer requests, troubleshoot where possible, ask the right questions and own issues through to resolution, with training provided on systems such as Microsoft 365, Intune/MDM and business phone systems.

Qualifications

• Experience in customer service or tech support is beneficial but not required.
• Interest in technology and ability to learn new systems quickly is important.

Responsibilities

• Support customers with Telstra business mobile, connectivity and IT services.
• Coordinate with sales and technical teams to manage customer requests.
• Investigate issues, troubleshoot where possible, ask clarifying questions and drive resolution.
• Log, track and progress support tickets and maintain accurate records.
• Learn about technologies including Microsoft 365, Intune/MDM, business phone systems, managed services and networking.

Job description

TAAconnect is looking for a Client Services Coordinator to join our team at our Bowen Hills office.

This is a full-time, Monday to Friday role (38 hours per week) in a professional corporate office environment. Unlike a retail setting, there are no walk-in customers. You’ll work alongside our sales, technical and client services teams, supporting our business customers and their technology needs.

This is a fantastic opportunity for someone currently working in a Telstra retail store, Telstra Business Technology Centre (TBTC/TBC), telecommunications or customer service environment, or someone who has recently completed an IT course or qualification and is ready for their next step.

Alternatively, you might not have IT or telecommunications experience at all, but you're organised, confident with customers, comfortable learning new systems and looking for an opportunity to build a career in the technology and communications industry.

About the Role

As a Client Services Coordinator, you'll work between our customers, sales team and technical team to help manage and support a wide range of telecommunications and technology services.

This isn't purely an administration or call centre position. A key part of the role is investigating customer requests, troubleshooting where possible, asking the right questions and taking ownership of seeing issues through to resolution.

Your day could include:

• Assisting customers with Telstra business mobile and telecommunications services
• Troubleshooting mobile devices, SIMs, connectivity and service issues
• Managing mobile activations, replacements, plan changes, porting and service requests
• Working with Telstra systems, portals and support teams
• Logging, managing and progressing support tickets
• Gathering technical information from customers before escalating issues
• Identifying when an issue can be resolved directly and when it needs to be escalated
• Coordinating hardware, mobile devices and technology orders
• Working alongside our technical team on customer projects and service requests
• Keeping accurate documentation and customer records
• Learning about technologies including Microsoft 365, Intune/MDM, business phone systems, managed services, networking and IT solutions
• Training will be provided across the systems, products and services you'll be working with.

Who We're Looking For

We're more interested in finding the right person with the right approach than someone who already knows everything, someone who is great with customers but also has a technical mindset.

You don't need formal IT qualifications. What matters is that you enjoy technology, learn quickly and naturally want to understand why something isn't working and how to resolve it.

Experience in any of the following would be highly regarded, but is not required:

• Telstra retail, TBTC/TBC or Telstra business environments