Technical Support Consultant
Westnet Pty Ltd
Employment tenure: 2 Years.
Technical Support Skillsets: Call Center Technical Support Officer, Wholesale provider liaison, Trainer, Senior Support and Email Support.
Training: Challenging Situations, Phone Etiquette, Email Etiquette, Service Assurance, Support Mail, Basic Network Engineering.
Technical Support Duties
Diagnosing, troubleshooting and resolving issues involving computers or the internet. Arranging solutions with colleagues, ensuring consistent contact with and treatment of customer. Email and Phone contact with colleagues, superiors and customers to ensure effective communication and problem solving.
Service Assurance (Level 2 support) Duties
Liasing with wholesale providers to repair faulty phone or broadband services, serving in a supervisory capacity as a senior support member. Ensuring that all faults are correctly logged and managed, ensuring that Technical Support members have completed the necessary troubleshooting.
Support Mail Duties
Managing and answering customer queries, concerns and issues via email. Informing customers of issues pertaining to virus infections or spam abuse. Being available for questions from members of support. Managing modem replacement and testing, collating data for Network Management center for outages and large scale faults.
Feedback from annual review dated 19/03/2009:
"James is a senior member of the team and he does not disappoint. He is always willing to train new staff and follow up on issues. James has the ability to adapt and learn quickly, and this makes him an asset to have in support and most importantly our team. I look forward to working with James, keep up the good work".
Working for Westnet provided me with a convenient and flexible student job for over two years, and a series of valuable transferable skills. Working in I.T. taught me how to make use of business software, how to organize large amounts of computerized data and how to communicate, cooperate and collaborate effectively via electronic media, all of which have been of great use to my studies. It has lead to a new interest in digital academia, online collaboration and information sharing that I hope to apply to my studies and future career. I believe that the ability to communicate effectively over digital media will be one of the most crucial skills that those working in academia will require in the future.