Website Superloop
Company Description
About Us
Founded in 2014, and listed on the ASX since 2015, Superloop’s purpose is to enable better internet for Australian homes and businesses, by enabling challenger retail brands (including our own Superloop and Exetel brands) to take a larger share of the market, leveraging Superloop’s Infrastructure-on-Demand platform.
Superloop operates in three segments of the market: consumer connectivity, business network and security solutions, and wholesale connectivity, all of which leverage Superloop’s investments in physical infrastructure assets including fibre, subsea cables and fixed wireless, as well as Superloop’s software platforms. Hundreds of thousands of homes and businesses rely on Superloop and Exetel everyday for their connectivity needs.
Job Description
We are looking for a Business Development and Telecommunication Support Executive to effectively handle customer enquiries and order processing. From a Support perspective, providing quality service technical support and information regarding our internet services, products and troubleshoot internet issues. This is a mid-volume call center position.
You will be required to work a 9-hour shift beginning at 3 a.m./ 4 a.m.
Our Colombo office is located in CBD Business Centre, Colombo-1 with AEST working hours, 3 a.m. start at office.
What will you do?
• Perform various service qualification checks using advanced web based applications
• Effectively respond to customer enquiries/ calls in a courteous, empathetic, and business-like fashion
• Undertake orders and submit necessary applications for effective provisioning/delivery of services
• Troubleshoot internet/ voice service issues and a basic knowledge in telecommunication technologies such as FTTN/X, FTTP/H, FTTC, FTTB, HFC, Fixed Wireless, Mobile 3G/4G LTE, home wireless broadband, ADSL, PSTN, VoIP.
• Collaborate with our Products, Operations, and Quality teams to troubleshoot problems, improve processes, and ensure customer satisfaction.
• Communicate with customers through inbound calls, outbound calls, chat, and email channels.
• Assist new clients with their internet set-up; make suggestions as an industry expert and give an overall great first impression.
• Use the provided knowledge base to research answers to customer inquiries and respond to customers with timely, accurate information.
• Document customer needs, questions, interactions and suggestions for recording call/email notes in the appropriate CRM, tools or tracking systems.
• Attend regular 1:1 coaching session with your supervisor to ensure you regularly meet key performance indicators, emphasis will be placed on NPS (Net promoter Score) and ASA (Average Speed of Answer).
• Comply with telecom regulatory and compliance issues in Australia when providing end user assistance.
Thorough training will be provided to effectively carry out your job, however, you should have the following essential requirements.
Here’s what you’ll need:
• Outstanding business communication skills in English (oral, written) including the ability to use accurate grammar, spelling, punctuations, summarize and communicate technical requirements and solutions to non-technical stakeholders.
• Delivers exceptional service day in and day out with fast response times and clear, helpful communication
• Degree in IT/ Sales/ Computer Networking; City & Guilds – Certificate in Electrical and Electronics Technology (IVQ Level 2) or Diploma in Electrical and Electronic Engineering (IVQ Level 3).
• Edexcel BTEC HND in Telecommunication Engineering will be an added advantage.
• Basic knowledge on computer networking such as basic networking theories, concepts and troubleshooting are a prerequisite.
• Minimum 1+ year of customer care experience, live web-chat support or experience in a similar role
• Solid personal experience with personal selling and a flair for sales
• Experience in a Telco/ISP environment will be a distinct advantage
• Patience, courtesy and the ability to paying attention to ultimate detail
What can we do for you?
As we grow and evolve, we want you to as well.
We’re progressive. We understand that life exists outside of work which is why we have a flexible approach to the way we work.
We’re innovators. Innovation is part of our identity, which is why we celebrate the uniqueness of yours.
We’re easy-going. We pride ourselves on creating a fun, casual and relaxed environment. Ditch the corporate attire if you want to – embrace it if that’s your thing. What matters most is that you’re comfortable when you come to work.
We welcome diversity. We encourage and seek out diversity of backgrounds and opinions, because we know differences challenge us and help us grow.
We give back. In addition to annual and sick leave, we give you the opportunity to spend some paid time away from work doing something meaningful with five personal development days per year. You can use these to help out in the school tuckshop, attend training for your own personal development, or lend a hand to a meaningful charity if you would like to.
We stand by our product. We’re confident we have the best connectivity product on the market so we offer our employees free connection to our home broadband service.
We take care of our people. We provide market-competitive compensation, a collaborative workspace in the center of Colombo, and a range of perks and benefits, including insurance, mental health services and personal and leadership development. We put forth a lot of effort at work and when it comes to having fun, we do the same.
You have the chance to join the opportunity of a lifetime. What are you waiting for