Customer Support Pro - Hybrid (Morwell)

Rural Fibre Co; Morwell; Hybrid; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Annual leave

Community service leave

Job summary

Splice Internet, based in Morwell, is seeking a Customer Support Specialist to handle connections, outages and billing, while maintaining accurate support information. You’ll work with the Customer Support Lead, on a Tuesday–Saturday roster, including new Saturday morning hours, and help improve our knowledge base and internal processes.

You’ll assist customers across channels, ensure tickets stay current, and contribute to a positive regional customer experience in a fast-paced telco

Qualifications

• Experience in customer support, success or operations, especially in a tech or telco setting (highly desired).
• Strong, personable communication and problem-solving skills.
• Comfort with digital tools (CRMs, help desk software like Zendesk, spreadsheets).

Responsibilities

• Answer calls, live chats and Zendesk tickets.
• Cover Saturday support, 8:00am to 12:00pm.
• Keep tickets tagged and moving; update macros and Help Centre articles.
• Take part in ad hoc projects and process improvements.

Skills

Customer support experience

Excellent communication

Problem solving

Zendesk

Tools

Zendesk

CRM software

Spreadsheets

Job description

Splice Internet, based in Morwell, is seeking a Customer Support Specialist to handle connections, outages and billing, while maintaining accurate support information. You’ll work with the Customer Support Lead, on a Tuesday–Saturday roster, including new Saturday morning hours, and help improve our knowledge base and internal processes.

You’ll assist customers across channels, ensure tickets stay current, and contribute to a positive regional customer experience in a fast-paced telco