Customer Service Representative (Telco/ISP)

About the business

Triforce Infrastructure Operations is a mid-sized Managed Services, Hosting & Telecommunications provider. Privately owned and 100% Australia based, with a focus on providing services and solutions to large enterprise & government organizations.

Job Description

We are looking for a Customer Service Representative (CSR) to join our support team. As the first point of contact for customers, you will provide prompt, professional, and customer-focused assistance. You will work closely with senior support staff and technical teams to ensure efficient handling of customer inquiries, incidents, and requests.

This is a full-time position that follows a rotational shift schedule, including nights, weekends, and holidays. Candidates with at least 6 months of customer service or support experience—especially those eager to grow in a technical/customer-focused environment—are encouraged to apply.

· A self-motivated team player with strong communication skills.

· Courteous, enthusiastic, customer-oriented, assertive, and motivated.

· Ability to respond promptly to customer inquiries, issues, and service requests.

· Capable of categorizing concerns and escalating them to the correct teams when needed.

· Proactively works on open cases, providing updates and ensuring follow-through.

· Able to prioritize urgent issues based on customer business impact.

· Documents all customer interactions clearly and accurately.

· Notifies customers about outages, service updates, and resolution progress.

· Comfortable supporting teams in a fast-paced 24/7 operational environment.

· Must have a reliable internet connection for remote or hybrid work arrangements.

· Perform basic troubleshooting and gather required information to assist higher-level teams.

Skills and Experience

· At least 6 months of customer service or support experience (BPO, telco, helpdesk, or technical support experience is a plus).

· Familiarity with basic IT or network concepts (e.g., connectivity issues, basic troubleshooting) is beneficial but not required.

· Strong communication and customer service skills.

· Ability to explain technical concepts in simple, customer-friendly language.

· Basic problem-solving and analytical skills.

· Ability to multitask, prioritize work, and manage customer expectations.

· Strong English reading, writing, and speaking skills.

· Excellent attendance, punctuality, and self-management.

· Willing to work in shifting schedules, including weekends and holidays.

· Willingness to learn and grow in a technical support environment.