Assurance Specialist - Wholesale at Aussie… · Sydney

At Symbio, we're enabling better conversations through smarter communications technology.

We're looking for an Assurance Specialist who thrives on solving problems, delivering exceptional customer experiences and working collaboratively to resolve technical issues across voice, data, mobile and NBN services.

This role operates within a rostered support environment, with shifts scheduled between 8:00am and 6:00pm, Monday to Friday, and participation in a rotating weekend roster approximately once per month.

If you're passionate about telecommunications, enjoy troubleshooting complex issues and take pride in seeing problems through to resolution, we'd love to hear from you.

At Aussie Broadband we believe difference is something to celebrate. Being advocates for Inclusion and Diversity means our team can bring their whole selves to work and allows us to better represent our customers and the communities that we serve. As a proud Equal Opportunity Employer, supporting and celebrating difference is just one way that we demonstrate our value of ‘Be good to people’ everyday.

Join us as we continue to grow and make a mark as the 4th largest telco in Australia!

Why work for Aussie?

Founded in regional Victoria almost 20 years ago, we are local from the ground up. What started in a living room in Morwell, has now expanded to every corner of Australia - we’re growing fast and not slowing down!

Our fantastic culture lives and breathes our values:

• Don't be ordinary, be awesome
• Think BIG
• No bullsh*t
• Be good to people
• Have fun

We are proud to be a B Corp Certified company, which means we’re good to our people, our customers, and the planet by maintaining the highest standards for social and environmental performance, transparency, and accountability.

We care about our community through our Pledge 1% commitment, sponsorship programs and our paid staff community service leave offering.

But don’t just take our word for it – We have been named one of the top employers in Australia by HRD magazine.

The good stuff

• 26 weeks paid parental leave for both primary and secondary caregivers (in addition to any government-paid leave)
• Discounted internet up to the value of $109 per month
• 20% off our Mobile services
• Day to day benefits like flexible working arrangements, Employee Assistance Program (EAP), discounts with big names like Specsavers, HCF and many more
• Celebrating you! With monthly rewards and recognition
• Internal training and resources for you to continue to learn, grow and achieve your career goals
• Yearly allowance for amazing Aussie merch
• Fitness Passport for access to multiple gyms and pools across Australia

Let’s talk about you

As our Assurance Specialist, you'll put our values into action by delivering outstanding support and service outcomes for our customers and partners. You'll:

• Provide timely support for service assurance enquiries and escalations via phone and ticketing systems, delivering exceptional customer experiences and effective resolution outcomes.
• Investigate, troubleshoot and manage faults across NBN, Ethernet, SIP Trunks, SIP Endpoints and Mobile services.
• Collaborate with internal teams and third-party vendors to efficiently diagnose issues, restore services and minimise customer impact.
• Keep customers and stakeholders informed through clear, proactive and professional communication throughout the fault lifecycle.
• Help customers get the most from our products and services by providing guidance and support across hardware, connectivity and service-related enquiries.
• Contribute to continuous improvement initiatives by identifying trends, sharing knowledge and enhancing support processes and documentation.
• Support business initiatives and ad hoc projects, taking ownership of tasks and driving successful outcomes.

We're looking for a curious and customer-focused problem solver who enjoys working in a fast-paced technical environment. You'll ideally have:

• Solid understanding of SIP signalling and VoIP technologies.
• Diploma in IT (or equivalent experience)
• Experience with Hosted PBX call flow design and/or SIP trunking is a strong advantage.
• Previous experience supporting NBN, Mobile, Voice or Data services in a wholesale or retail telecommunications environment.
• Comfortable juggling multiple priorities and adapting to different products, technologies and ways of working.
• Excellent documentation skills, with a passion for capturing and sharing knowledge to help others succeed.
• A proactive mindset with the ability to take ownership and deliver outcomes across project and business initiatives.

Ready to join?

Hit the apply button to submit your application and our fantastic team will be in touch!

Even if you feel you don’t meet all the requirements, we’d still love to hear your story. We like to think outside the box with the people we hire.

If you have any questions, get in touch today with our team at careers@team.aussiebroadband.com.au

Just a heads up, we can’t take applications through email, so make sure you apply via the job link we've set for this role, so you don't miss out!