What's it about?

At NCS, our amaysim Tech Team is continuously growing, and we need your help! We're supporting an award-winning, listed telco, servicing over 1.7M customers. To allow us to continue growing and delivering an amazingly simple experience for our employees & customers, IT needs to grow to keep up with the demands of the business. We've got a small, established, but dedicated team, but we need your help to help us. If being surrounded by like-minded people within an amazing workplace culture is what you're seeking, then look no further.

As a team, we value our core principles of reliability, simplicity, agility and empathy above all else, and unlike some, we genuinely live and breathe these values. Everything we do, we do with these at the forefront of our minds, and we truly believe that these help set us apart from other employers and help inspire us to make amazing products for our customers.

At amaysim and NCS, we want things to be amazingly simple for our customers - which, in this case, is our awesome staff. As part of this role, the successful candidate will be responsible for helping improve our NBN Support. He or she will be working closely with our NBN support team to troubleshoot technical issues.

Who are we looking for?

Technical Knowledge

• Modem and Networking Expertise: Strong understanding of modem and router types, their functionality, and how they connect to networks, including an in depth knowledge of the OSI model.
• Strong understanding of Internet Protocols: Knowledge of TCP/IP, DNS, DHCP, and how modems interface with these protocols. This includes PPPoE, IPoE, VLAN, NAT, VDSL and ethernet WAN
• Troubleshooting Skills: Ability to diagnose and resolve modem-related issues in a systematic way - referencing to the OSI model. This includes connectivity problems, speed issues, firmware updates, etc.
• Experience supporting Australian NBN is preferred including understanding the different NBN services (FTTP, FTTC, HFC, FTTN, FTTB).

Communication and Customer Service Skills

• Phone Etiquette: Professional and clear communication over the phone, with a focus on providing clear explanations and maintaining a positive tone.
• Simplifying Technical Information: Translating complex technical jargon into simple, easy-to-understand language for non-technical customers.
• Clear and Concise Writing: Ability to write clear, simple, effective emails, tickets, or chat to help users understand technical concepts.
• Technical Writing: Familiarity with creating user-friendly and accurate guides, FAQs, and troubleshooting steps, ensuring that even non-technical users can follow them.
• Attention to Detail: Ensuring that instructions are accurate and include all necessary information without overcomplicating things.
• Problem-Solving Skills: Quickly assessing issues and providing effective solutions.
• Active Listening: Fully understanding issues by listening attentively and asking the right questions to narrow down the problem.
• Be able to teach and train other junior members of the team in technical troubleshooting and process improvement.
• General Knowledge of CSC Tools like ticketing systems, CRM software, and knowledge base management tools (e.g., Zendesk, ServiceNow).

Culture Fit

• Patience and Empathy: Ability to remain calm and understanding when dealing with frustrated or confused customers, offering clear guidance without making them feel rushed.
• Keeping Up with Technology: The internet and networking technologies are constantly evolving, so it’s important to stay updated on new modem models, features, and industry trends.
• Prioritisation: Handling multiple customer queries at once while prioritising tasks effectively.
• Collaboration with Other Departments: You might need to work with engineering or product teams to solve more complex issues or update knowledge base articles.

What's in it for you?

You'll get the chance to work in an environment that has an enormous appetite for change, a place that truly values and fosters the innovation you can bring to the teams you work with. We try to be as lean as we can, avoiding red-tape, bureaucracy and waterfall wherever possible. We do our best to maintain the 'startup' look and feel but without the constraints and overheads normally associated with less well-established organizations. We're small enough that your voice will be heard loud and clear, and your (awesome) ideas and innovations will be championed and rapidly adopted. And we're large enough that we can execute these ideas at scale, and your work will be used by hundreds of thousands of (happy) customers.

But wait, there's more. As well as being an awesome place to innovate, drive change and make a difference, amaysim and NCS also tries to be a place that keeps you excited to come in on a Monday morning through all kinds of fun extras, including:

• Onsite work setup, with early morning schedule
• an extra day of annual leave on your birthday
• join the entire company on 'Culture days'
• a thriving social life, with events happening most months

and many, many others...

Please refer to job description.