Customer Support Specialist
Splice Internet | Hybrid (Morwell) | Full-time, salaried | $65,000 + super Reports to: Customer Support Lead
ROLE AT A GLANCE
Roster: Tuesday to Saturday. Tue to Fri 8:00am to 5:00pm, Sat 8:00am to 12:00pm
Hours: 38 per week. 8.5 hours Tue to Fri (30 minute unpaid break) plus 4 hours Sat
Training: For your first few weeks, you'll work Monday to Friday, 9:00am to 5:00pm, while you train alongside the Customer Support Lead. You'll move to the Tuesday to Saturday roster once training is complete. Your shift times may change a little from week to week (for example, to cover leave), and will always be shown in the weekly rota.
ABOUT SPLICE
Splice Internet is a regional internet service provider on a mission to bring fast, reliable internet to Gippsland. We're the retail arm of Rural Fibre Co (RFC), selling plans on RFC's own fibre network and on the NBN.
We're a small, capable team based in Morwell, and we build a lot of our own tools. Our support team is growing, and that's where you come in.
THE ROLE
As our Customer Support Specialist, you'll be a friendly human face of Splice, helping customers with connections, outages, billing and all the bits in between.
You'll work alongside our Customer Support Lead to keep support running smoothly from Tuesday to Saturday, including our new Saturday morning hours. You'll also help keep our support information accurate, spotting where Zendesk macros, Help Centre articles and internal processes need updating, and helping get those updates made.
HOW YOUR WEEK WORKS
Ongoing:
Answer calls and callbacks, live chats and Zendesk tickets
Cover Saturday support, 8:00am to 12:00pm
Keep tickets tagged, categorised and moving
Flag where macros, Help Centre articles and processes need updating
Ad hoc:
Help with escalations and outage spikes
Cover leave and busy periods
Test current support tools and automations
Pick up one-off projects,



like reworking a process or writing a new FAQ set
Key responsibilities:
Resolve customer issues fully, following up until they're closed
Leave clear handovers between shifts, especially from Saturday to Monday
Spot recurring issues and suggest fixes to the Customer Support Lead
Give the software team feedback on what's working, and what isn't, in our support tools
Champion the customer perspective internally. You're their voice in the room!
Work with the Customer Support Lead on priorities and rosters
Take part in team meetings and cross-functional planning
ABOUT YOU
You're patient, friendly and calm on the phone, even when a customer isn't. You like getting things right, notice when information is out of date, and speak up so it gets fixed. You're comfortable with technology and happy to learn the rest on the job.
WHAT YOU'LL BRING
Experience in customer support, success or operations, especially in a tech or telco setting (highly desired)
Strong, personable communication and problem-solving skills
Intermediate or higher knowledge of household internet. You don't need to be a network engineer, but some knowledge is expected
Comfort with digital tools (CRMs, help desk software like Zendesk, spreadsheets)
Attention to detail and a habit of following things through
Interest in customer experience or improving how things work is a plus
Availability to work Tuesday to Saturday and to attend the Morwell office regularly
A willingness to live our values: "Dare to be Different", "Play together, Win together", "No Bullsht", "Get Sht Done" and "Everybody Goes Home"!
We actively encourage applications from people of all backgrounds, including those from underrepresented groups.
WHY JOIN US?
Competitive pay and room to grow in a fast-expanding telco
5 weeks' annual leave plus 3 days' community service leave
A real say in how support works
Direct impact on regional communities through better internet access
A fast-paced, collaborative, problem-solving team
#J-*****-Ljbffr

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