Customer Service Specialist – Video Teleconferencing (VTC)

Employment Type

Permanent

Closing Date

22 Jan 2026 11:59pm

Job Title

Customer Service Specialist – Video Teleconferencing (VTC)

Job Summary

As a Complex Customer Service Specialist, you use your great customer skills combined with your product and process knowledge to positively impact our customers’ experience. You directly contribute to the retention and growth of customers by being a key interface within Telstra to ensure effective service delivery and issue resolution for customers.

Job Description

Who We Are

We're an iconic Aussie brand with a global footprint. Our purpose is to build a connected future so everyone can thrive. We're all about providing the best experience and delivering the best tech on the best network.

This includes making Telstra the place you want to work. For you, that means a having career that grows with you and working with a team powered by human connection that prioritises wellbeing and choice.

Focus of the Role

Telstra is seeking a passionate Customer Service Specialist to be the first point of contact for our Defence customers, supporting cutting-edge Video Teleconferencing (VTC) technology to deliver exceptional customer service and solving technical challenges.

This is a permanent full-time role. The successful candidate can be based in Canberra or Sydney

Candidates must be Australian Citizens and have current NV2 clearance minimum to be considered. This role will require you to hold and maintain an Australian Government NV2 security clearance. Candidates currently holding NV1 clearance should be willing to obtain NV2 clearance.

What We Offer

• Performance-related pay
• Access to thousands of learning programs so you can level-up
• Global presence across 22 countries; opportunities to work where we do business.
• Purchased annual leave scheme
• Additional Telstra day off
• Additional 30% off Telstra products and services
• Toolkit provided (laptop + mobile phone + plan paid for)

Why This Role Matters

You’ll be the voice and face of Telstra’s VTC support, resolving incidents, service requests, and change tickets with precision and care. Your work ensures Defence teams stay connected and operational, making a real impact every day.

What You’ll Do

• Be the go-to expert for VTC hardware/software setup, troubleshooting, and maintenance.
• Own the end-to-end customer experience—from logging requests to resolution.
• Collaborate across Telstra teams and third-party suppliers to meet service levels.
• Keep customers informed with clear, timely updates.
• Champion Telstra’s values and safety standards in every interaction.

What Success Looks Like

• Fast, courteous, and effective responses to customer enquiries.
• Accurate logging and categorisation of service interactions.
• First-level resolution of technical issues and smart escalation when needed.
• Seamless coordination across teams to meet Defence expectations.
• Consistent delivery within agreed Service Level Agreements (SLAs).

What You Bring

• NV2 Security Clearance (essential)
• ITIL knowledge and relevant ICT qualifications (highly desirable).
• Adaptability in fast-changing environments.
• Accountability and ownership of outcomes.
• Passion for exceeding customer expectations.
• Commitment to health, safety, and environmental standards.
• Strong troubleshooting, problem-solving, and communication skills.
• Basic troubleshooting – able to assist users with common technical issues (e.g., connectivity, login problems, audio/video setup
• Experience in AV/VC technical environments and customer service or service desk roles (desirable)
• Familiarity with tools like CISCO TMS, PEXIP, Polycom Clarity Manager (desirable).

We're amongst the top 2% of companies globally in the CDP Global Climate Change Index 2023, being awarded an 'A' rating. If you want to work for a company that cares about sustainability, we want to hear from you.

When you join our team, you become part of a welcoming and inclusive community where everyone is respected, valued and celebrated. We actively seek individuals from various backgrounds, ethnicities, genders and disabilities because we know that diversity not only strengthens our team but also enriches our work. We have zero tolerance for harassment of any kind, and we prioritise creating a workplace culture where everyone is safe and can thrive. 

As part of the hiring process, all identified candidates will undergo a background check, and the results will play a role in the final decision regarding your application.

We work flexibly at Telstra. Talk to us about what flexibility means to you. When you apply, you can share your pronouns and / or any reasonable adjustments needed to take part equitably during the recruitment process.

We are aware of current limitations with our website accessibility and are working towards improving this. Should you experience any issues accessing information or the application form, and require this in an alternate format, please contact our Talent Acquisition team on DisabilityandAccessibility@team.telstra.com or via the additional contact options found at www.telstra.com.au/careers/diversity-equity-and-inclusion/disability-employment