ALBUM

Responsibilities:

• Provide technical assistance and support to customers serving as the company SME on telephony, VOIP and networking
• Analyse and resolve complex technical hardware and software issues, collaborating with other teams as necessary to achieve timely solutions.
• Serve as an escalation point for difficult-to-diagnose technical issues related to Phones, especially with respect to network and connectivity problems
• Assist with the creation and maintenance of advanced troubleshooting guides and knowledge base articles.
• Contribute to the development and delivery of training programs to enhance the team's skills and knowledge.
• Collaborate with product and engineering teams to provide customer feedback and influence product enhancements.

Requirements:

• 2+ years of experience in a technical support role with a focus on advanced troubleshooting of VoIP/networking or related field
• Proven technical knowledge in phone systems, VoIP, and network connectivity
• Familiarity with VoIP protocols such as SIP, RTP, and RTCP
• Experience troubleshooting VoIP quality issues such as jitter, latency, packet loss, and echo
• Knowledge of network infrastructure and protocols, including LAN, WAN, VLAN, and QoS
• CCNA certification or other network certifications are highly desirable
• Excellent communication and interpersonal skills, with ability to communicate complex information in a clear and simple way
• Strong analytical and problem-solving skills, with a focus on root cause analysis.
• Ability to work independently and as part of a team
• Willingness to learn new technologies and adapt to changing environments

What we bring:

• Real growth and career development opportunities, we’re still young in Australia with plenty of room to grow.
• A unique product that makes an actual impact on the local businesses you love and support.
• Attractive base + super and commissions package - uncapped earnings.
• Equity/stock options for all employees - 'Be a Founder' and be rewarded as one at Podium.
• A generous $600 monthly ‘Benefits & Wellbeing’ allowance, spent how you please
• Free snacks and drinks, which are always stocked up.
• You'll find Podium in the Queen & Collins building with access to end of trip facilities, bike storage and lockers, a cocktail bar and a brand new Podium Australia HQ.