Employment Type

Permanent

Closing Date

30 Aug 2024 11:59pm

Job Title

Technical Services Senior Lead

Job Summary

Job Description

Job Title

Technical Services Senior Lead

Who We Are

We're an iconic Aussie brand with a global footprint. Our purpose is to build a connected future so everyone can thrive. We're all about providing the best experience and delivering the best tech on the best network.

This includes making Telstra the place you want to work. For you, that means a having career that grows with you and working with a team powered by human connection that prioritises wellbeing and choice.

What We Offer

• Flex appeal: choose where, when and how you work
• Performance-related pay
• Access to thousands of learning programs so you can level-up
• Global presence across 22 countries; opportunities to work where we do business.
• Purchased annual leave scheme
• Additional Telstra day off
• Additional 30% off Telstra products and services
• Toolkit provided (laptop + mobile phone + plan paid for)
• An excellent opportunity has become available for a highly motivated and passionate Voice Technical Expert to join the Incident Management Operations Team.

The opportunity:

The Technical Serivces Senior implements customer analysis to identify trends and opportunities to generate customer advocacy. Create positive relationships with new clients to help build the customer base. Monitor and maintain customer satisfaction ratings. To do this, they must maintain a company's customer relationship management (CRM) system. This will be a hybrid role based in Melbourne’s Telstra offices.

Your key responsibilities and major tasks include, but are not limited to:

• Support a new Direct to Resolver operational customer and incident management technical service desk for real time support.
• Developing and implementing strong and long-lasting CRM strategies to improve a company's customer loyalty and retention.
• Conducting quality assurance surveys to determine customer satisfaction and using this data to improve areas of complaint.
• Deciding on a CRM system's structure and ensuring it harmoniously operates across every relevant department in an organisation.
• Communicating with customers directly through the CRM system and quickly solving customer problems
• Monitoring customer behaviour and implementing strategies to improve resiliency.
• Building and maintaining customer relationships to drive trust, customer retention and high customer satisfaction.
• Communicating up-selling and cross-selling opportunities with the customer, service management and operations.
• Constantly testing and adopting new strategies for the most effective CRM system
• Analysing competitors and updating strategies when required
• Working with different departments, including sales, account managers and IT
• Meeting KPIs, including sales and customer growth targets
• Conducting business reviews using the CRM system's data
• Creating innovative solutions to solve critical business problems and ensuring the company meets its customers' needs

Enough about us, let's talk about you. To hit the ground running we are looking for individuals who can confidently demonstrate the following:

Your key responsibilities and major tasks include, but are not limited to:

• Support a new Direct to Resolver operational customer and incident management technical service desk for real time support.
• Developing and implementing strong and long-lasting CRM strategies to improve a company's customer loyalty and retention.
• Conducting quality assurance surveys to determine customer satisfaction and using this data to improve areas of complaint.
• Deciding on a CRM system's structure and ensuring it harmoniously operates across every relevant department in an organisation.
• Communicating with customers directly through the CRM system and quickly solving customer problems
• Monitoring customer behaviour and implementing strategies to improve resiliency.
• Building and maintaining customer relationships to drive trust, customer retention and high customer satisfaction.
• Communicating up-selling and cross-selling opportunities with the customer, service management and operations.
• Constantly testing and adopting new strategies for the most effective CRM system
• Analysing competitors and updating strategies when required
• Working with different departments, including sales, account managers and IT
• Meeting KPIs, including sales and customer growth targets
• Conducting business reviews using the CRM system's data
• Creating innovative solutions to solve critical business problems and ensuring the company meets its customers' needs

Enough about us, let's talk about you. To hit the ground running we are looking for individuals who can confidently demonstrate the following:

Customer:

• Proven track record in customer advocacy and external stakeholder management
• Experience in managing customer interactions to resolve complex assurance matters.
• Experience in composing post incident analysis for both internal and external stakeholders.
• Experience in identifying customer pain points to uplift the customer experience through process improvements.
• Ability to influence and drive behavioural and process changes with customers.

Technology:

• Good understanding of Telecommunications Networks including Ethernet, DWDM , SDH and Fibre.
• Experience with multiple vendor technologies including Ericsson, Ciena, Adva/MRV

Data:

• Experience in data analysis to drive operational changes for both internal and external stakeholder.
• Strong experience in using Microsoft Excell, Tableau, Grafana, Power-Bi excel  
• Experience in identifying performance trend analysis to drive improvement.
• Conducts data-driven discussions to improve end-to-end assurance processes
• Process simplification to increase throughput using data as a driver.

When you join our team, you become part of a welcoming and inclusive community where everyone is respected, valued and celebrated. We actively seek individuals from various backgrounds, ethnicities, genders and abilities because we know that diversity not only strengthens our team but also enriches our work. We have zero tolerance for harassment of any kind, and we prioritise creating a workplace culture where everyone is safe and can thrive.