Job Title: Customer Support Team Representative

Job Objectives: Assist with sale inquires, provide technical support, service provisioning, and user education. The position requires an extremely effective and proactive communicator capable of prioritising and managing multiple complex tasks efficiently.



  • Answering on phone, email, online chat, and ticket system for Sales inquiries regarding Australian Phone Company VoIP services and products. Consulting with pricing, difference between plans and options, system requirements, etc.
  • Working as part of a team on the Support desk providing up to 3rd level email, tickets, online chat, and telephone technical support,  and issues troubleshooting
  • Troubleshooting Residential VoIP settings, SIP Trunk configuration, Cloud PBX, and third party network issues remotely
  • Responding to customers in a timely basis, keeping them informed of status of their case
  • Identifying bugs / supplier issues and escalating cases as required:
    • Proactively identifying issues before customer become aware
    • Duplicating bugs in a test environment
    • Providing full detail with written documentation when escalating issues
    • Working closely with QA and Development teams to help resolve service issues
  • Service provisioning: Accounts creations, new services provisioning and reconfiguration,assigning DID, managing CID, Creating VoIP devices, Nunmber Porting management, Call Flow Scenatios programming, hardware configuration
  • Active participation and contribution towards: -
    • customer documentation
    • product enhancement
    • team review meetings
    • internal documentation in knowledge database
  • Perform remote customer training via webinars

Person Profile:

Education and Qualifications

Essential: Educated to minimum A level (or equivalent). A further education qualification is preferred.  A degree is a distinct advantage.




  • At least 1 year of experience in Customer Service


  • Experience of technical support for VoIP / IT / Telecom products and services
  • A good understanding of internet based-technologies from a "hobby" perspective, knowledge of IP addressing, network mask, transport type (UDP, TCP, TLS)



  • Good with IT / Software
  • Ability to troubleshoot problems
  • Clear communicator with good people skills including difficult situations and conflict resolution
  • Verbally articulate
  • Good written English 


  • Working knowledge VoIP including SIP and RTP protocols, experience with Wireshark
  • Experience of different Soft Switches: 3CX (Any Certification is beneficial), Kazoo, Asterisk, FreePBX, Elastix, and Billing Systems
  • Knowledge of standard PSTN and Mobile telephony networks
  • Understanding of networking such as Firewalls, basic router configuration and NAT

 Personal Attributes:


  • Self-starter able to make progress with minimal supervision
  • Possess good interpersonal, written, oral and analytical skills
  • Ability to work within a team environment with good communication skills and a good sense of humour
  • Mindful of attention to detail
  • Able to prioritise and work within tight time scales in order to meet SLAs
  • Can accept and act upon constructive criticism
  • Capable of juggling multiple tasks of varying priorities


  • Able to work under pressure
  • Sense of urgency along with a sense of 'problem ownership' to see all issues through to successful resolution

 Personal Circumstances:


  • Full working flexibility, working from home for up to 80% of time
  • Live within commuting distance of Melbourne South - Eastern Suburbs
  • Must be Australian Permanent Resident or Citizen (no visa sponsorship provided)


  • This role may involve access to confidential customer and financial information, and as such requires the successful candidate to undertake basic background and reference checks.



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