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Customer Resolution Advisor (Cyber Australia)

Date: 20-Sep-2022

Location: Australia/ homeworker, AU

Company: Nominet

We’re Nominet – a world-leading domain name registry. For over 25 years, we’ve been operating at the heart of internet infrastructure. While we're best known for running .UK domains, we also help protect public services from cyber threat.

Our aim is to create a world which is more connected, inclusive and secure. We know that technology has the power to transform lives by creating opportunities and providing support where it’s needed most.

As a public benefit company, our work funds the ability to make a positive impact on society. We’ve donated millions to projects that use technology to improve peoples’ lives and have committed to delivering £60m worth of support over the next three years.

We understand the impact the Internet has on the environment and are committed to helping the UK reach Net Zero by 2050. We’re already a Carbon Neutral company through offsetting our emissions and will continue to work on reducing our footprint.

 

 

About the role

Working in the Customer Success Team in Nominet Cyber Australia, you will provide outstanding customer service and 1st /2nd line technical support to organisations using critical services provided by Nominet to its government customers.

This is not your standard service desk support role. Yes, you will need to respond to tickets and resolve technical issues, but there is much more to get involved in - like onboarding new customers, solution-specific queries and change requests. You will have the opportunity to dive deep and get into the detailed aspects of our customers’ technical challenges.

 

The Nominet Cyber Australia team was set up in December 2020 to deliver the Australian Protective Domain Name Service (AUPDNS) on behalf of the Australian Cyber Security Centre (ACSC). It is there to protect Australian public sector concerns and is a significant operation, looking after 150+ organisations, equating to well over 550,000 users.

 

The essential bits

 

  • Ensure that service to the customer is always of the highest standard and quality  
  • Provide first and second line customer support to all customers and stakeholders across a range of issues such as technical issues, onboarding of new customers, solution-specific queries and change requests, and other general queries. 
  • Answer customer queries that come through the Nominet shared support line (9am – 5pm Australian Eastern Time). 
  • Work with the broader team to develop and deliver updated documentation and support knowledgebase for customers 
  • Support and work with the customer service team to deliver customer service excellence. 
  • Be a Nominet and solution subject matter expert within the Customer Success team to provide customers with the best experience. 
  • Aware of customer-specific processes to be followed and SLAs to monitor and adhere to. 
  • Assist with ad-hoc queries from customer and internal teams. 
  • Work closely with the Nominet team to understand and drive solution improvements and stay abreast with planned changes to the solution. 
  • Collaborate with UK-based colleagues (requires occasional after-hours meetings, flexibility in time-in-lieu provided where possible) 
  • Assist Customer Success team in managing major and standard incidents that impact service and end customers. 

 

About you and your experience

The world of cyber security excites you and you’ll also have the following skills:

  • Good grasp of networking concepts, how DNS (Domain Name System) works, and general well-rounded competence in IT. 
  • Experience of using ticketing systems 
  • Good troubleshooting skills to work with customers to identify root cause or rule out probable causes. 
  • Excellent communication skills and always willing to proactively reach out to customers via different channels. 
  • Highly organised with a strong eye for detail. 
  • Experience with Atlassian product, O365, Azure, Salesforce is preferred 
  • Technical support/service desk experience is desired but not essential 

 

Data protection

If you choose to explore an opportunity, and subsequently share your CV or other personal details with Nominet, these details will be held by Nominet for 12 months in accordance with our Privacy Policy and used by our recruitment team and hiring managers in the process to contact you regarding this or other relevant opportunities at Nominet.  If you would like Nominet to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights.  If you have any questions about Nominet’s data protection practices, please email: dpo@nominet.uk

Equal opportunities

Cybersecurity is a community effort. That’s why we’re committed to building an inclusive, diverse community that celebrates and welcomes everyone – unless they’re a cybercriminal, of course.

We’re proud to be an Equal Opportunity and Affirmative Action Employer, and we’d encourage you to join us whatever your background.

We consider everyone equally: your race, age, religion, sexual orientation, gender identity, ability, marital status, nationality, or any other protected characteristic won’t affect your application.

We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.

 


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