Job Description

XPT Software Australia Pty Ltd | Contract

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Melbourne, Australia | Posted on 10/01/2026

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- XPT SoftwareAustralia PTY Ltd, incorporated in 2016, is a Software Services company

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- XPT works with topclients across Australia in Banking, Insurance, Telecom,Retail, Energy, Mining and Manufacturingdomains.

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- We have 120+technocrats in Australia working at our clientlocations.

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- XPT SoftwareAustralia is part of group companies which has globalpresence across India & Europe.

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- We have served100+ clients globally, fulfilling their onsite-offshoreneeds.

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Job Description n

Serve as the firstpoint of contact for contact center support incidents and service requests.

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Perform user-leveltroubleshooting and fault isolation across voice, chat, email, and digitalchannels.

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Monitor contactcenter operations and identify service-impacting issues.

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Log, classify,prioritize, and track incidents through resolution.

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Escalate complexissues to L2/L3 support teams with appropriate diagnostics and documentation.

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Coordinate withbusiness users, operations teams, telecom teams, and technology stakeholders.

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Support agentdesktop, routing, IVR, omnichannel, and reporting-related issues.

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Maintain knowledgearticles, operational runbooks, and support documentation.

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Participatein shift-based and on-call support as required

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Contact centerreporting and monitoring.

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Networktroubleshooting (WAN/LAN, CCNA knowledge).

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Certificationin any Contact Center platform.

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