Where you’ll work: Docklands, Victoria (hybrid work model – office-based and work-from-home) Why VoIPcloud: Founded in 2008, VoIPcloud aimed to deliver a multi-tenant cloud PBX platform with a flexible automated billing system that is easy to use and resell. We provide professional support that listens and quality features and tools that empower MSPs. Today, our multi-tenant cloud PBX serves over 6500 businesses, 300 partners across Australia, and more than 31,000 customers globally. We continuously introduce innovative features with our in-house development team, maintaining the high drive and commitment we started with. Having achieved 100% year-on-year growth in Australia, we have expanded into New Zealand, the United Kingdom, Ireland, and the USA, with more countries on the way. It’s an exciting time to be at VoIPcloud. VoIPcloud Wholesale Group offers an integrated suite of telecommunications products and services to mid-market businesses, including: • Voice and Hosted PBX Services • Unified Communications • Data Networks and Internet • Advanced, Automated Billing System Our company values: Commitment, Teamwork, Respect, Humility, Innovation, and Going the extra mile. Your new role: As Unified Communications Technical Support, you'll work with unified communications and telecommunications technology. Your main responsibility will be to deliver exceptional customer support to VoIPcloud’s Customer and Partner community by effectively triaging, escalating and resolving incidents and requests. You'll be part of the Service Desk Team, guided by our Service Desk Team Leader. This is a permanent full-time position, with working hours from 9 am to 5:30 pm or 11:30 am to 8:00 pm, Monday to Friday. Key responsibilities: • Serving as the primary contact for incoming inquiries. • Resolving issues over the phone and escalating complex or urgent tickets and calls to a senior team member. • Assisting in troubleshooting call flow configuration and implementation. • Supporting our customers and partners in deploying hardware and configuring VoIPcloud UC products and services. Why you’ll be a great fit: • Passionate about providing customer service and tech-inquisitive • Proven strong customer focus, understanding what it means to provide and receive exceptional customer service • Strong written and verbal communication skills • High standards of presentation • Logical approach to problem-solving, well-organized, with the ability to multi-task and think clearly in pressurized situations • Enjoy collaborating with others to develop your skillset and share knowledge • A deep sense of curiosity and a desire to understand how complex things work • Previous experience in an IT or Telecommunications environment is highly desirable • Qualification in a relevant field is highly desirable (e.g. Bachelor of Computer Networking, Telecommunications or CCNA, CompTIA) We welcome applicants passionate about providing customer service and technology even if they are new to voice and telco We will provide the right candidates with ongoing training and guidance. Why we’ll be a great fit for you: • Opportunity to join a supportive, inclusive, and high-growth tech company working with a product that is changing global communication • Ongoing commitment to flexibility, well-being, and mental health • Genuine career progression opportunities (we want you to grow with us) • Regular feedback and training development • Discounts on a wide range of products • Access to our wellness and financial learning portal • Free uniform shirts and hoodies • Great location near The District Docklands – close to public transport, Marvel Stadium, fun activities, and restaurants • Fresh fruit daily and snack bar – soft drinks, juice, chips, breakfast bars and more • Coffee machine with roasted espresso ‘Industry Beans’ • T2 Tea at the ready • Friday office Uber Eats lunch and drinks fridge • Regular team events • In-office pool table and movie projector Websites: VoIPline: https://www.voipline.net.au/ | https://www.voipline.co.nz/ | https://www.voiplinetelecom.co.uk/ | https://www.voipline.ie/ | https://www.voipline.global/ VoIPcloud: https://www.voipcloud.online/