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Technical Analyst
2 weeks ago
**Contract: Permanent Full Time**
**Where: Auckland, Hamilton and Christchurch**
**We’re all about endless potential**:
We’re the team in charge of empowering New Zealand’s digital future. A future few can imagine. It started with the roll-out of our once in a hundred year network. But there’s much more to come as we keep pushing what’s possible, providing unlimited access to an ever-evolving range of innovative products and services. Technology that’ll support, inspire and connect people and businesses for generations.
To that end, we need more curious, collaborative and forward-thinking people. Because while we’re busy improving our national network, we’ll need more of the best to join our truly inclusive workforce, one where you’ll be made to feel you belong, and that everything you do is valued (because you do, and it is).
As for our culture. Our people say it’s one of the best around. We’re proud of that. And with our Chorus Care package benefits behind you too, you’ll have everything you need to seize this opportunity and make it your own.
**Work your way.**:
**What you’ll be doing**
The CNO team is the operational powerhouse that ensures Chorus has robust and efficient capability to deliver field workforce outcomes and operate the Chorus network assets to deliver a superior experience for customers.
In this technical customer focused role you will:
- Investigate, troubleshoot, resolve and / or take ownership of and manage customer faults and queries through to resolution within appropriate SLA and service measures.
- Ensure that all fault tickets are updated fully and appropriately with regards to the issue, troubleshooting undertaken and outcomes and resolution of the fault.
- Maintain an active focus on achieving the service measures (% met commits, time per case, % of cases closed within SLA hours, Phone TSF %)
- Carry out additional tasks to support the Network Operate, Operate and wider CNO business unit.
- Work within the values and standards of Chorus that ensures the highest levels of engagement and productivity for your team and wider Chorus.
- Contribute to continuous Improvement initiatives within the Network Operate function and across wider Chorus teams to improve customer experience and optimise processes. Identify opportunities to reduce customer effort and streamline end to end customer and operational processes.
- Participate and support improvement initiatives and projects as required.
- Assist with root cause diagnosis and identification of problem and incident trends to proactively reduce fault volumes
- Participate in a 24 x 7 x 365 rotating roster.
- Contribute to ongoing team effectiveness by providing coaching and support to colleagues.
- Share learning and newly obtained skills with other team members
- Work with stakeholders across Chorus, building strong relationships and stakeholder management to support the framework.
**What you’ll bring to the table**:
The most important thing is your personality. But having the following will definitely help:
- We are looking for Telco Technical Analysts who are hungry to build their existing technical knowledge with Telco products, and keen to showcase their outstanding customer service and relationship management.
- You should have excellent experience in providing technical support in the Broadband space. Experience with Chorus’ other product sets, especially Fibre, would also be advantageous.
- You must be able to troubleshoot, analyse, co-ordinate and resolve faults on telco products within our SLA’s and service measures, as well as managing escalations to our 3rd party vendors and service partners.
- Excellent written and verbal communication
- Strong customer service ethic, empathy, and good problem-solving ability
- Sound time management and decision-making skills
- Good negotiation and relationship management skills
- Ability to work well with others
- And last but not least, resilience
**Keen?**:
**Important legal stuff**:
- Only applicants with Citizenship, Residency or a valid work visa will be considered for this role. To apply, submit your CV and a Cover Letter that outlines your skills and experience as they relate to this role._
**Required Skills**:
Required Experience
