What’s the gig?
Right now, we’ve got three gigs to fill in our Customer Engagement Centre:
You are going to be playing a crucial role at SkyMesh.
The Support Team make certain our customers are getting the most out of their rural nbn™ internet connection by helping them to troubleshoot any technical issues they may encounter.
Keeping in mind that most regular folks don’t speak technical jargon, your role will be as much about helping the customer to understand what has happened in plain English, as it will be about diagnosing the technical aspects and resolving their issue.
At times you may need to escalate customers to higher levels within the Support Team, and/or liaise with suppliers on their behalf.
You’ll need to provide customers with accurate IT support information and log incidents through our ticketing system.
SkyMesh Technical Support is open 8am to 8pm Monday to Friday, and 8am to 5pm on weekends. Weekend work does form part of this role, but penalty rates do apply
We provide support to customers via phone, email and Facebook.
SkyMesh has a well-known reputation for the highest level of customer service in the industry. We need your help to keep that standard going.
Our Customer Service Team is the first point of contact for clients looking to discuss issues or changes with their account, including payments and plans.
This is an administrative role – and not a technical one – requiring an empathetic, patient, reliable and honest person willing to work with the customer to understand and resolve their issue, escalating the enquiry to other departments/suppliers if needed.
Some upselling may be involved with this role as opportunities present themselves during conversations with clients.
We receive hundreds of customer enquiries each day and we have a proven process to handle calls and emails in a friendly, helpful and professional manner.
This role is primarily about providing the best possible customer experience.
SkyMesh Customer Service is open 8am to 6pm Monday to Friday.
Connecting regional, rural and remote Australians drives every single thing we do at SkyMesh.
We are Australia’s number one, multi-award-winning, rural nbn™ internet provider because we care about the people we connect.
Want proof? We have more than 730 four- and five-star reviews on productreview.com.au to back that up!
“SkyMesh returned us to acceptable internet speed. We now function knowing our internet is dependable and fast. From initiating contact with SkyMesh we had great customer service, advice and communication.”
Steve, Customer, Richmond-Tweed, NSW
SkyMesh service more than 45,000 regional, rural and remote Australian customers from our super modern Fortitude Valley headquarters, right across the road from Fortitude Valley Train Station, and right above the Dutch Courage Officer’s Mess gin bar.
At the very heart of our business sits our all Aussie Customer Engagement Team who are based here in our headquarters, alongside our corporate team.
We pride ourselves on being a fun and relaxed but customer-centric organisation. It’s because we believe in the team that we empower our people to problem-solve, think critically and actively participate in organisational growth.
Being unified as an organisation is as indispensably important to us as connecting our customer base.
SkyMesh has made epic strides in breaking down the digital divide for regional, rural and remote Australia since shifting our focus to them as our core customer-base in early 2019.
But there is still way more to be done on this front, and we want you to help make it happen.
Free coffee (from real coffee beans using a real coffee machine), regular free food (we’re really good at weekly morning teas and birthday cakes) and great companions in your colleagues!
It’s a relaxed environment full of genuine characters, jigsaw puzzles, Mario Kart, and lots of laughs peppered in among the not-to-be-downplayed enormous amount of serious work that gets done daily.
You’re situated right above a gin bar, 80m from Alfred and Constance, and right across the road from the train station… can anyone say ‘after-work drinks’?
On top of that, you’re in Fortitude Valley so no matter which direction you walk, you’ll find an abundance of lunch options. The very fabulous King Street is about a 450m walk from the office.
And on the warm and fuzzy side of things, this is an opportunity to make a very real difference in the lives of regional, rural and remote Australians. Many of our customers may never have had access to broadband internet before and that means our services have the potential to truly change their lives.
We look after our team at SkyMesh. During COVID-19, our business has continued to grow exponentially and as such, represents real job security for all our employees.
You are fun, friendly, resilient, adaptive, compassionate, patient, a critical thinker and most importantly, you are a team player.
You have a rich life outside of work that has positively shaped your personality as well as your ability to relate to others.
We are searching for driven individuals who are keen to be part of an ever-evolving industry.
As much as we value the team culture at SkyMesh, we want to know you’re okay working on your own if you need to as well.
Thanks to COVID-19, we’re currently working remotely (from home), so you will need to have a suitable working environment and equipment. We use Slack and Teams to keep digitally connected with one another even though we’re physically working from different spaces.
SkyMesh are subsidising home internet connections during the work-from-home period; however, we are asking staff to start integrating back into office life. Currently this means staff are required to work from the Fortitude Valley headquarters one day per week.
How to apply
Forward your resume and a cover letter letting us know which role you’re interested in and why you’re the best person for the gig.
All applications should be sent to firstname.lastname@example.org