Senior Residential Support Consultant

Job description

Make a difference for our customers At Aussie Broadband, we’re not your typical telco. We combine deep technical expertise with a genuine focus on delivering great customer experiences. We’re looking for a Senior Residential Support Consultant to join our team and provide advanced technical and account support to our residential customers. You’ll take ownership of complex issues, work closely with internal teams and technical specialists, and be a trusted point of support for both customers and your colleagues. What you’ll do As a Senior Residential Support Consultant, you’ll: Provide Level 2 technical, billing, provisioning and account support to residential customers across voice and digital channels. Diagnose and resolve complex issues relating to broadband, Wi-Fi, modems/routers, connectivity and service performance . Manage customer account activities including plan changes, service modifications, orders, relocations and billing enquiries. Take end-to-end ownership of complex enquiries, incidents and escalations , working with internal teams, vendors and carriers to reach timely resolutions. Support customers experiencing complaints, hardship or vulnerability while ensuring regulatory and compliance requirements are met. Keep customers informed throughout the resolution process and make sure they feel supported every step of the way. Maintain accurate customer records, case notes and troubleshooting documentation. Act as a technical subject matter expert , sharing knowledge and supporting the development of colleagues. Contribute to training materials, knowledge articles and process improvements. Identify recurring issues and service trends and help improve the way we support our customers. Lead by example by demonstrating strong customer advocacy, accountability and professionalism. What we’re looking for We’d love to hear from you if you have: Experience in residential telecommunications, technical support, customer service or account support , ideally at a Level 2 or senior-agent level. Strong technical troubleshooting skills across broadband, Wi-Fi, modems/routers and home networking . The ability to investigate complex or unfamiliar issues, make sound decisions and determine when escalation is required. Strong communication, problem-solving and customer de-escalation skills. A genuine focus on customer ownership and delivering positive outcomes. The ability to work independently while collaborating effectively with multiple teams. Experience working across customer service, ticketing, knowledge and diagnostic systems. The ability to thrive in a fast-paced, rostered environment . Experience as a subject matter expert, coach or escalation point will be highly regarded. We’re also open to candidates with transferable technical, customer service and emerging leadership experience. Why Aussie Broadband? We’re building something different in telecommunications. We’re fast-moving, collaborative and always looking for better ways to do things. Our people are encouraged to challenge the norm, share ideas and take ownership. If you enjoy solving complex problems, helping customers and supporting those around you, we’d love to hear from you. Ready to make waves? Apply now and join Aussie Broadband.