Telstra Careers 2023 | Customer Service Consultant | Bengaluru

Telstra has posted job requirements for Customer Service Consultant. Interested candidates can apply in Telstra Careers 2023. It is a very good opportunity for freshers. Its job location is Bengaluru. By joining Telstra you will get a very good salary package as well as a very good environment to work in.

We have mentioned all the details from what are the responsibilities to what are the requirements. You can apply for this job role from Telstra’s official website, the link is given at the end of this article.

About Company:-

Telstra is Australia’s leading telecommunications and technology company, offering a full range of communications services and competing in all telecommunications markets. In Australia we provide 18.8 million retail mobile services, 3.8 million retail fixed bundles and standalone data services and 960,000 retail fixed standalone voice services.We believe it’s people who give purpose to our technology. That’s why our purpose is to build a connected future so everyone can thrive.That’s why we build technology and content solutions that are simple and easy to use, including Australia’s largest and fastest national mobile network. That’s why we strive to serve and know our customers better than anyone else – offering a choice of not just digital connection, but digital content as well.

In the 21st Century, opportunity belongs to connected businesses, governments, communities and individuals.Telstra is proud to be helping our customers improve the ways in which they live and work through connection.

Telstra Careers 2023 | More Details

Company Name:- Telstra

Official Website:- www.telstra.com

Job Position:-Customer Service Consultant

Job Location:- Bengaluru

Salary Package:- Rs 4.5 LPA – Rs 12 LPA ( Depends on Interview )

Job Type:- Full-time

Closing Date:- 29 Apr 2023 11:59pm

Job SummaryAs a Customer Support Consultant, you will provide service, solutions and support to the networks, infrastructure, products and services supplied and operated by Telstra.

Job Description

Telstra is Australia’s leading telecommunications and technology company with a rich heritage that’s been built over 100 years. From our humble beginnings in the Postmaster General’s Office to the global business we are today our people have been at the forefront of technology innovation. More recently, we have the largest Internet of Things network in Australia and are leading the way in 5G. And this is just the beginning of what we’re hoping to achieve together.

We offer a full range of services and compete in all telecommunications markets throughout Australia and are the most well-known brand in technology and communications industry.

We have operations in more than 20 countries including India where we’ve opened centres in Bangalore, Pune and Hyderabad. In India, we’ve set out to build a platform for innovative delivery and engagement that will strengthen our position as an industry leader. We’re combining innovation, automation and technology to solve the world’s latest technological challenges in areas such as Internet of Things (IoT), 5G, Artificial Intelligence (AI), Machine Learning, and more.
 

About the role:

As a Customer Support Consultant, you will work with pioneering, cutting edge technologies and enjoy working in a fast-paced, agile, and collaborative environment.

Your role will involve providing high-level technical support and assisting in the development of solutions/fixes and support to the networks, infrastructure, products and services supplied at vendor and those operated by Telstra.

You will be working across all aspects of the customer support experience, through direct communications, escalation and engagement with up/down stream teams and Vendors. You will be given a high degree of autonomy and have the opportunity to work on initiatives to improve processes and the performance and integration of systems, making a positive impact on customer experience.

What is the focus of the role?

Key Responsibilities For Telstra Careers 2023

  • This role is responsible for continuously improving service reliability and rapidly restoring customer incidents.
  • Working across all aspects of the customer support experience.
  • Detect and prevent incidents before they occur.
  • Aid the development and implementation of new technologies to ensure Telstra leads the ICT industry. (For example: Networking)
  • Identify and implement opportunities to improve process, efficiencies, and customer experience.
  • Provide input into learning and development for our entire ecosystem.
  • Cross Skill into different technology hubs
  • 24×7 Shift Environment / On-Call support / Australia Business hours

Accountability Metrics

  • Volume Reduction
  • First in Fix
  • Cycle Time

Decision Rights

  • Recall approval
  • Escalation Management

To be successful in the role, you’ll.

Skill/Technical Expertise

Proficiency

Recovering from setbacks 

Demonstrating the ability to quickly recover from setbacks and applying mindset and behavioral agility to deliver business outcomes in a complex and ambiguous environment      

Skilled   

  • Views change positively and looks beyond the loss of current state       
  • Demonstrates initiative by suggesting new courses of action            
  • Tolerates uncertainty and moves comfortably across tasks     
  • Quickly learns and shifts across activities to avoid delaying the delivery of results         

Deploying integrated networks and solutions     

Builds systems that install, configure, deploy and monitor network solutions, ensuring effective integration and automation        

Skilled   

  • Configuration: Produces well structured, robust, reusable and secure code to automatically configure, integrate and unit test infrastructure          
  • Testing: Contributes to, reviews and improves the system test plan, identifying performance benchmarks and test objectives, based on automated test tools, guidelines and frameworks for system testing and acceptance      
  • Deployment: Works within an automated continuous integration and deployment (CI/CD) framework, estimating the work required for automated deployment activities, and collaborates with partners to create deployment guidelines and approaches in alignment with design requirements, escalating issues as appropriate      
  • Agile Team Working: Works effectively within an agile team to plan and deliver code that meets the Definition-of-Done (DoD), applying software configuration management (SCM) practices to ensure that code and associated artefacts are properly versioned and controlled        
  • Systems Engineering: Employs holistic “”systems thinking””, with appropriate integration and automation patterns and manages complexity effectively, for a single technology domain        

Transitioning to new networks and solutions     

Migrates legacy networks and solutions to new networks and solutions seamlessly, with minimal impact to the customer          

Skilled   

  • “Transition planning: Analyses current infrastructure to identify changes required for transition, informs risk assessment and planning, and executes transitions, managing integration risk
  • Testing and Performance monitoring: Uses data infrastructure to establish pre-transition baseline and automatically monitor performance during transition, rapidly responds to service level changes, troubleshoots simple issues and escalates as appropriate      
  • Decommissioning: Decommissions legacy networks and solutions once transition is complete, following agreed approach and guidelines”       

Optimizing network and solution performance      

Creates systems that monitor and optimize network solution performance across the lifecycle to enable optimal use and outcomes for the end user or customer

Skilled   

  • “Self-organizing networks (SON): Uses an awareness of SON principals (self-healing, self-optimization and self-configuration) combined with data analytics to support self-organizing networks      
  • Performance monitoring: Establishes network solution baseline performance metrics and uses automated monitoring tools and data infrastructure to evaluate the system against this baseline, ensuring that SLAs are met and that potential issues are rectified before they impact service 
  • Capacity Planning: Uses automated tools and systems to collect data and develop an accurate view of current and future demand, apply predictive modelling, what-if simulations and bottleneck analysis to anticipate performance issues     
  • Troubleshooting: Identifies and investigates technologies that automatically identify performance issues, with automated triage and handover to the relevant team for resolution        
  • Optimization: Automatically collates and synthesizes performance data from multiple data sets to generate insights on potential opportunities for improving the customer experience, determining next steps for implementation in collaboration with other teams
  • Lifecycle management: Uses planning systems to automatically integrate network and IT metrics to inform lifecycle management and maintenance strategy   
  • Technology Roadmap: Contributes external environment awareness to roadmaps for network solutions”         

Troubleshooting product and service issues     

Identifying the cause of, formulating and testing solutions for and guiding users through corrective steps to resolve product and service issues   

Advanced            

  • Asks probing questions to narrow the cause of the issue      
  • Applies product/service expertise to systematically work through potential causes of the issue      
  • Conducts focused experimentation to test solutions and resolve issues         
  • Writes and socializes documentation to support self-service       

Problem solving  

Understanding problems, exploring root causes and evaluating solutions to quickly and effectively solve problems           

Skilled   

  • Identifies problems and asks questions to understand how the problem came about 
  • Uses different lenses to consider problems from a variety of perspectives     
  • Shares possible solutions with others and asks for feedback           
  • Solves problems using the evidence at hand          

Network construction      

Managing construction to build, integrate and migrate high performing networks for our customers    

Skilled   

  • Supports the development of project plans, budgets and reporting for construction     
  • Supports contract managers to mobilize construction, executing work orders and invoices            
  • Manages construction activities under the direction of the leading operative
  • Contributes to the maintenance of quality, risk, safety, compliance to support construction    

Qualification – B.E / B. Tech or equivalent

Essential

  • 0 to 2 years working in IT industry.
  • CCNA or equivalent
  • Knowledge on firewalls
  • Strong understanding on Routing & Switching
  • Incident Management Experience
  • Previous Customer Service experience
  • Written and Verbal communication skills and good English comprehension
  • Good knowledge in Windows and Office 365

High desirable

  • Knowledge / exposure on Network Monitoring Tools
  • Data and IP experience
  • Assurance Team experience
  • Automation/Scripting knowledge
  • Knowledge on cloud platforms AWS / AZURE
  • Telephone skills / Previous contact center background

How to apply for Telstra Careers 2023

Interested and eligible candidates can apply in Telstra Careers 2023 for the post of Customer Service Consultant. We have provided the link below.

Apply Now:- Click here to apply

For more job details:- Click here

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