Customer Support Specialist

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

Customer Support Specialist

Splice Internet | Hybrid (Morwell) | Full-time, salaried | $65,000 + super Reports to: Customer Support Lead

ROLE AT A GLANCE

Roster: Tuesday to Saturday. Tue to Fri 8:00am to 5:00pm, Sat 8:00am to 12:00pm

Hours: 38 per week. 8.5 hours Tue to Fri (30 minute unpaid break) plus 4 hours Sat

Training: For your first few weeks, you'll work Monday to Friday, 9:00am to 5:00pm, while you train alongside the Customer Support Lead. You'll move to the Tuesday to Saturday roster once training is complete. Your shift times may change a little from week to week (for example, to cover leave), and will always be shown in the weekly rota.

ABOUT SPLICE

Splice Internet is a regional internet service provider on a mission to bring fast, reliable internet to Gippsland. We're the retail arm of Rural Fibre Co (RFC), selling plans on RFC's own fibre network and on the NBN.

We're a small, capable team based in Morwell, and we build a lot of our own tools. Our support team is growing, and that's where you come in.

THE ROLE

As our Customer Support Specialist, you'll be a friendly human face of Splice, helping customers with connections, outages, billing and all the bits in between.

You'll work alongside our Customer Support Lead to keep support running smoothly from Tuesday to Saturday, including our new Saturday morning hours. You'll also help keep our support information accurate, spotting where Zendesk macros, Help Centre articles and internal processes need updating, and helping get those updates made.

HOW YOUR WEEK WORKS

Ongoing:

• Answer calls and callbacks, live chats and Zendesk tickets


• Cover Saturday support, 8:00am to 12:00pm


• Keep tickets tagged, categorised and moving


• Flag where macros, Help Centre articles and processes need updating

Ad hoc:

• Help with escalations and outage spikes


• Cover leave and busy periods


• Test new support tools and automations


• Pick up one-off projects, like reworking a process or writing a new FAQ set

Key responsibilities:

• Resolve customer issues fully, following up until they're closed


• Leave clear handovers between shifts, especially from Saturday to Monday


• Spot recurring issues and suggest fixes to the Customer Support Lead


• Give the software team feedback on what's working, and what isn't, in our support tools


• Champion the customer perspective internally. You're their voice in the room!


• Work with the Customer Support Lead on priorities and rosters


• Take part in team meetings and cross-functional planning

ABOUT YOU

You're patient, friendly and calm on the phone, even when a customer isn't. You like getting things right, notice when information is out of date, and speak up so it gets fixed. You're comfortable with technology and happy to learn the rest on the job.

WHAT YOU'LL BRING

• Experience in customer support, success or operations, especially in a tech or telco setting (highly desired)


• Strong, personable communication and problem-solving skills


• Intermediate or higher knowledge of household internet. You don't need to be a network engineer, but some knowledge is expected


• Comfort with digital tools (CRMs, help desk software like Zendesk, spreadsheets)


• Attention to detail and a habit of following things through


• Interest in customer experience or improving how things work is a plus


• Availability to work Tuesday to Saturday and to attend the Morwell office regularly


• A willingness to live our values: "Dare to be Different", "Play together, Win together", "No Bullsht", "Get Sht Done" and "Everybody Goes Home"!

We actively encourage applications from people of all backgrounds, including those from underrepresented groups.

WHY JOIN US?

• Competitive pay and room to grow in a fast-expanding telco


• 5 weeks' annual leave plus 3 days' community service leave


• A real say in how support works


• Direct impact on regional communities through better internet access


• A fast-paced, collaborative, problem-solving team