We’re currently seeking additional Customer Support Engineers with a background or interest in VoIP or Mobile telephony to work from our Sydney office.
Responsible for providing technical support, administration and user education for all Partners and Customers of Natterbox, the position requires an extremely effective and proactive communicator capable of prioritising and managing multiple complex tasks efficiently.
To apply for this role directly, please complete this online application form (no agencies)
Customer Support Engineer
Global Sales & Marketing Director
Provide technical support, administration and user education for all Partners and Customers of Natterbox. The position requires an extremely effective and proactive communicator capable of prioritising and managing multiple complex tasks efficiently.
Working as part of a team on the Support desk providing up to 2nd level email and telephone support
Diagnosing and allocating all service desk requests in accordance with Service Level Agreements (SLAs)
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
Active participation and contribution towards:
Team review meetings
Perform remote customer training via webinars
Be ‘On call’ on a regular basis to support the company’s 24 / 7 support rota, and demonstrate flexibility with daily work patterns
Educated to minimum HSC level (or equivalent). A further education qualification is preferred. A degree is a distinct advantage.
Experience of technical support
Experience working with internet and cloud based technologies in a business environment
Good with IT / Software
Clear communicator with good people skills
Good written English
Working knowledge VoIP including SIP and RTP protocols
Knowledge of standard PSTN and Mobile telephony networks
Understanding of networking such as Firewalls, basic router configuration and NAT
Self starter able to make progress with minimal supervision
Possess good interpersonal, written, oral and analytical skills
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
Due to the nature of the company’s products and services, the jobholder must on occasion, be willing and available to work extra hours if the needs of the company require it
There may be in addition requirements to work away from the Natterbox office and be based at customer premises
Present an acceptable appearance at all times
Live within commuting distance of Chatswood, Sydney, Australia
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.
Natterbox Pty is an equal opportunities employer
Competitive and subject to experience