About the Company
Telstra is Australia’s leading telecommunications and technology company, offering a wide range of services including mobile, internet, and entertainment. We are committed to connecting people and businesses, fostering innovation, and delivering exceptional customer experiences. Our vibrant culture supports growth, diversity, and flexibility, empowering our employees to thrive from anywhere in Australia.
Job Description
Join Telstra as a Helpdesk Assistant, providing crucial technical support to our customers exclusively through chat. This is a fully remote position, and we will provide all the necessary IT equipment to set up your home office for success. You will be the first point of contact for users experiencing technical difficulties, guiding them through troubleshooting steps, resolving issues efficiently, and ensuring a smooth and positive customer experience. If you are a problem-solver with excellent communication skills and a passion for helping others, we encourage you to apply!
Key Responsibilities
- Provide front-line technical support to customers via live chat, responding to inquiries and resolving issues promptly and professionally.
- Diagnose and troubleshoot common hardware, software, network, and application issues.
- Guide users through step-by-step solutions and provide clear, concise instructions.
- Accurately document all customer interactions, technical details, and resolutions in our ticketing system.
- Escalate complex or unresolved issues to higher-tier support teams when necessary.
- Maintain a high level of customer satisfaction by delivering empathetic and effective support.
- Participate in ongoing training and development to stay updated with new technologies and support processes.
Required Skills
- Exceptional written communication skills with strong grammar and spelling.
- Basic understanding of IT systems, including operating systems (Windows/macOS), common software applications, and network connectivity.
- Proven customer service orientation with a patient and helpful demeanor.
- Strong problem-solving abilities and attention to detail.
- Ability to work independently and manage time effectively in a remote work environment.
- Proficiency in typing and navigating multiple systems simultaneously.
Preferred Qualifications
- Previous experience in a chat-based customer support or helpdesk role.
- Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation).
- Familiarity with remote support tools and ticketing systems.
- Experience with telecommunications services or products.
Perks & Benefits
- Comprehensive IT equipment provided for your home office setup.
- Fully remote work model, offering flexibility and work-life balance.
- Competitive salary and performance-based incentives.
- Access to ongoing training and professional development opportunities.
- Health and wellness programs.
- Generous employee discounts on Telstra products and services.
- Supportive team environment with strong internal communication channels.
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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