Partner Care Tech Support (UC)

This role requires a strong technical background in Unified Communications (UC), with a particular focus on Microsoft Teams at an Administrator level. The ideal candidate will have experience configuring, troubleshooting, and supporting Microsoft Teams, Omni-channel environments, and Contact Centre systems within a broader UC framework. The role also requires the ability to work both collaboratively and independently to ensure the smooth and reliable operation of all UC systems.

Responsibilities:

• Provide technical support to our Partners through the companys TAC and project board. This includes interaction with partners across phone, email, and the companys ticketing system.
• Collaborate with the Engineering team on Incident/Request resolution for our Partners and their end users when required.
• Represent the TAC and the wider Access4 team from an exemplary customer service capacity.
• Provide assistance with pre-sales planning, call flow design, configuration, implementation, and support for our Partners in the deployment of UCaaS hardware and configuration of Access4s UC platform to their customers.
• Foster an attitude of continual service improvement across all areas of Access4 service delivery.

• Attain a high level of understanding of SASBOSS and other Access4 products from a support and delivery perspective.
• Provide and exemplary level of technical support for Access4s UC platform products and services.
• Support our Projects Board by liaising with Partners to design call flows, call centres, queues, telephone, and UC client configuration.
• Become highly proficient in our TAC ticketing system, including ticket handling, escalation and resolution of incidents and requests.

• Maintain or exceed agreed Partner SLAs

• Work closely with the Operations Manager to identify and advise of recurring, major and critical incidents.

• Be responsible for partner communication including keeping them informed of ticket status, managing escalation requests, and updating tickets with accurate and timely comments.
• Contribute to the PRC (Partner Resource Centre) online knowledge base with helpful and clearly documented articles.
• Actively educate partners to be empowered and deliver from their own capability and skills sets.
• Promote an exceptional customer service experience in every facet of what the TAC does.
• Work with the Access4s Partner Success Managers to provide feedback to Access4 on the partner experience.
  
  Experience
  
  • Bachelors degree in technology or a related field.
    
  • Minimum 24 years of experience, preferably in the Australian telecommunications industry.
    
  Skills
  
  • Strong understanding of Unified Communications systems, including VoIP, video conferencing, SIP, and collaboration tools.
    
  • Demonstrated experience in supporting and administering Microsoft Teams, including Teams voice, meetings, and integration with Microsoft 365.
    
  • Microsoft 365 Certified: Teams Administrator Associate certification (or working towards) is highly preferred.
    
  • Proficiency in troubleshooting UC platforms and related hardware/software.
    
  • Knowledge of networking principles and protocols (TCP/IP, DHCP, DNS, etc.).
    
  • Experience working with UC vendor technologies such as Cisco, Zoom, Avaya, and especially Microsoft Teams.
    
  • Ability to work under pressure, prioritize tasks, and meet SLAs.
    
  • Excellent written and verbal communication skills for effective user and team interaction.
  • Additional certifications in Unified Communications (e.g., CCNA Collaboration, ITIL) are a plus.
    
  Attributes
  
  • Passionate about
  • Open minded
  • Highly collaborative
  • Able to work autonomously and within a team