About the Company
Telstra is Australia’s leading telecommunications and technology company, building and operating national networks and offering a range of services from mobile and internet to IT solutions for businesses. We are committed to connecting people and communities, and fostering an inclusive and innovative work environment.
Job Description
As a Helpdesk Assistant focused on chat-based support, you will be the first point of contact for our customers, providing technical assistance and resolving IT-related queries primarily through online chat channels. This is a fully remote position, and we will provide all necessary IT equipment to set up your home office. You will play a crucial role in ensuring customer satisfaction by offering efficient, friendly, and effective support.
Key Responsibilities
- Provide first-line technical support to customers via chat, addressing a wide range of IT inquiries.
- Troubleshoot hardware and software issues, network connectivity problems, and account access challenges.
- Document all interactions and resolutions accurately in our CRM system.
- Escalate complex issues to senior support technicians when necessary.
- Maintain up-to-date knowledge of our products, services, and support procedures.
- Contribute to a positive customer experience by offering professional and empathetic assistance.
Required Skills
- Excellent written communication skills and clear, concise typing ability.
- Proficiency in using helpdesk software and CRM systems.
- Basic understanding of computer hardware, software, and networking concepts.
- Strong problem-solving and analytical skills.
- Ability to work independently in a remote environment.
- High school diploma or equivalent.
Preferred Qualifications
- Previous experience in a chat support or customer service role.
- IT certifications (e.g., CompTIA A+).
- Familiarity with remote desktop tools.
- Experience with ticketing systems like ServiceNow or Zendesk.
Perks & Benefits
- Fully remote work model with flexible hours.
- All necessary IT equipment provided for your home office.
- Comprehensive health and wellness programs.
- Opportunities for professional development and career growth.
- Employee assistance program.
- Generous paid time off.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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