Carrier Support Specialist

This is a fully remote position, open to applicants in Australia.

📋 Description

• Receive, validate, and process orders from wholesale customers throughout the entire service lifecycle, which includes activations, changes, churn, and disconnections.

• Collaborate with internal teams and external carriers/partners (where applicable) to ensure the timely and accurate delivery and restoration of wholesale services.

• Serve as an operational escalation point for wholesale customers and internal stakeholders, effectively managing inquiries and escalations until resolution, with clear and timely communication.

• Identify, diagnose, and resolve intricate service, network, and infrastructure issues affecting wholesale services, executing incident and problem management in accordance with operational procedures and SLAs/OLAs.

• Handle an assigned caseload with effective prioritization, proactive follow-up, precise ticket updates, and complete ownership until closure.

• Escalate complex, high-impact, or unresolved issues to Engineering and other resolver groups as necessary, providing clear diagnostics, evidence, and details regarding customer impact.

• Support provisioning and service change implementation, which includes configuring and verifying customer and network elements in line with approved processes.

• Assist with planned maintenance and upgrade tasks by coordinating operational readiness, customer communications, and post-change verification of service impacts.

• Engage with shared services teams to ensure optimal service performance through monitoring, diagnostics, proactive support, and coordinated restoration activities.

• Generate and distribute monthly operational reports concerning service and support performance, SLA/OLA compliance, provisioning outcomes, and key quality metrics.

• Maintain precise records of services, configurations, and customer environments.

• Create and update documentation for systems, processes, and known issues.

• Contribute to knowledge sharing across teams, including providing support for the onboarding of wholesale customers.

• Assist in the investigation and resolution of billing-related inquiries through accurate data management.

• Identify risks, recurring issues, and opportunities for ongoing operational improvement.

• Adhere to all operational procedures, safety standards, compliance requirements, and business functional separation obligations.

• Collaborate effectively across teams while maintaining approved engagement paths and role boundaries.

⛳️ Requirements

• Proven experience in service assurance/NOC-style operations within telecommunications, networking, or IT service delivery environments.

• Familiarity with OSS/BSS, provisioning, order management, and ticketing systems.

• Experience in training and onboarding clients throughout the operational customer journey.

• Exceptional customer service and stakeholder management skills, with the capability to handle escalated issues in a professional manner.

• Strong written communication skills and the ability to work independently in a remote-first team, demonstrating disciplined ticket updates, handovers, documentation, and initiative.

• Excellent problem-solving skills with a proactive approach to resolving issues.

• Ability to generate monthly operational reports (SLA/OLA, ticket volumes/aging, trends, root cause themes) and communicate insights effectively.

• Proficient in the Microsoft Office suite (particularly Excel, Word, and PowerPoint) for operational reporting, data analysis, and documentation purposes.

• Experience working in a wholesale or carrier environment.

• Solid understanding of Ethernet switching, routing, and network fundamentals.

• Experience in supporting fiber technologies (e.g., GPON, XGS-PON, VDSL, G.fast) and large-scale network deployments.

• Industry certifications in networking technologies (e.g., Cisco, Juniper, Aruba, Ruckus, MikroTik, Nokia).

• Relevant tertiary or technical qualifications in networking, telecommunications, or IT.

🏝️ Benefits

• Free Home Broadband

• Free Mobile SIM plan

• Flexibility – 3 days/week in the office

• Lunch on Wednesdays, snacks, donuts, and more!

• Diverse and inclusive culture

• Gain skills and build relationships to succeed in the telco and tech industries, at Superloop and beyond.