We are seeking for a Graduate Service Assurance Coordinator to join our Services and Assurance team in Sydney OR Melbourne. Reporting to the Senior Manager SDAT and Service Management, this role will be responding to technical support inquiries with troubleshooting methods & coordinating with internal Engineers or 3rd party Service Carriers to ensure that incidents & requests have been fully attended to.
As a graduate at Symbio, you will have access to people who are experts in their field to help you apply what you have learned at University into practice.
This is a great opportunity to embark on a career in a commercial focused ASX listed company.
What you'll do as a Graduate Service Assurance Coordinator:
- Provide technical support to customers over the phone, via ticket or emails
- Ensure all activity and relevant information is accurately recorded in the service-desk system, including updating tickets with notes in all instances.
- Actively look for ways to improve products, processes, efficiency, and support capability
- Communicate unplanned outages & scheduled maintenance in accordance with agreed procedures (both product and internal systems)
- Test and document workarounds
- Respond to faults and service issues within agreed SLA
- Rectify faults and service issues within agreed SLA
- Communicate fault status to end-customers and service providers within agreed SLA
- Own issues and queries end to end, provide a single point of contact
- Engage internal and external parties to drive issues through to resolution
- Pro-actively monitor recurring issues via “intensive care” program
- Process service Moves, Adds & Changes (MACs) within agreed SLA
- Ensure Knowledgebase and other documentation is relevant & accurate
- Recommend updates to training documentation and modules as required
- Educate the customer where possible, regarding issue resolution to enable self-resolution in future
