About the Company
Telstra is Australia’s leading telecommunications and technology company, building and operating networks and services that help people connect. We are committed to innovation, customer satisfaction, and fostering a dynamic work environment. Join us and be part of a team that shapes the future of connectivity.
Job Description
We are seeking a dedicated and tech-savvy Helpdesk Assistant to join our remote support team. This is a fully remote, chat-based position, perfect for individuals who excel at written communication and problem-solving. You will be the first point of contact for our customers, providing essential IT support and guidance. We provide all necessary IT equipment to ensure you have a seamless home office setup.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via chat, providing accurate and helpful information.
- Diagnose and troubleshoot basic to intermediate technical issues related to software, hardware, and network connectivity.
- Guide users through step-by-step solutions and provide clear instructions for resolving technical problems.
- Document all customer interactions, technical issues, and resolutions accurately in our ticketing system.
- Escalate complex or unresolved issues to higher-tier support teams when necessary.
- Maintain a high level of customer satisfaction by ensuring a positive and efficient support experience.
- Continuously learn and stay updated on company products, services, and IT best practices.
Required Skills
- Excellent written communication skills with a strong command of English.
- Proven problem-solving abilities and a logical approach to technical challenges.
- Basic understanding of IT fundamentals (e.g., operating systems, internet browsers, common software applications).
- Strong customer service orientation with a patient and empathetic demeanor.
- Ability to work independently and manage time effectively in a remote environment.
- Proficiency in typing and navigating multiple applications simultaneously.
Preferred Qualifications
- Previous experience in a chat-based customer support or helpdesk role.
- IT certifications (e.g., CompTIA A+, Microsoft Certified Fundamentals).
- Experience with CRM software or ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Familiarity with remote desktop support tools.
Perks & Benefits
- 100% remote work flexibility, allowing you to work from anywhere in Australia.
- All essential IT equipment provided (laptop, monitor, headset, etc.).
- Comprehensive training and onboarding program.
- Opportunities for professional development and career advancement within Telstra.
- Access to employee assistance programs and wellness initiatives.
- Competitive salary and performance incentives.
- Supportive team environment and regular virtual team-building activities.
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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