About the Company
Telstra is Australia’s leading telecommunications and technology company, offering a wide range of services including mobile, internet, entertainment, and business solutions. We connect millions of Australians every day and are committed to innovation, customer satisfaction, and fostering a diverse and inclusive workplace. Join us and be part of a team that shapes the future of communication.
Job Description
Are you a proactive problem-solver with a passion for helping others? Telstra is seeking an enthusiastic and detail-oriented Online Helpdesk Ticket Router to join our remote support team. This is an entry-level position perfect for individuals looking to start a career in IT support, with no prior experience required. You will be responsible for triaging incoming helpdesk tickets, categorizing issues, and efficiently routing them to the appropriate technical teams. Full training will be provided to ensure your success in this vital role, which is 100% remote.
Key Responsibilities
- Monitor incoming helpdesk tickets via our online system.
- Accurately categorize and prioritize support requests based on urgency and type.
- Gather essential information from users to aid in ticket resolution.
- Route tickets to the correct internal technical teams or specialists.
- Communicate effectively with users to acknowledge ticket receipt and provide status updates.
- Maintain clear and concise documentation within the ticketing system.
- Identify and escalate critical issues to senior support staff as needed.
- Participate in ongoing training and development programs.
Required Skills
- Strong written and verbal communication skills.
- Excellent organizational and time management abilities.
- Proficiency with basic computer applications and internet usage.
- Ability to learn new software and systems quickly.
- Customer-centric mindset with a desire to help.
- Ability to work independently and as part of a remote team.
- High school diploma or equivalent.
Preferred Qualifications
- Familiarity with any ticketing system (e.g., Zendesk, ServiceNow) is a plus, but not required.
- Basic understanding of IT concepts (e.g., networking, software, hardware) is a plus, but not required.
- Previous experience in a customer service role (any industry).
Perks & Benefits
- Competitive hourly pay.
- Comprehensive remote training program.
- Opportunity for career growth within Telstra's IT department.
- Flexible 100% remote work environment.
- Access to a wide range of employee benefits and discounts.
- Supportive team culture.
- Paid time off and superannuation contributions.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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