Carrier Support Specialist
Job Overview
Company Overview
Founded in 2014, and listed on the ASX since 2015, Superloop’s purpose is to enable better internet for Australian homes and businesses. We enable challenger retail brands (including Superloop and Exetel brands) to take a larger share of the market, leveraging Superloop’s Infrastructure-on-Demand platform. Superloop provides connectivity and services to customers in three segments of the market: Consumer, Business and Wholesale. Our offerings leverage Superloop’s investments in physical infrastructure assets that include fibre, subsea cables and fixed wireless, as well as Superloop’s software platforms. Hundreds of thousands of homes and businesses rely on Superloop and Exetel every day for their connectivity needs.
Visit www.superloop.com to learn more.
Role Purpose
The Carrier Support Specialist is responsible for the operational execution of wholesale service lifecycle activities, including order processing, provisioning, service changes, incident and escalation management, reporting, compliance and continuous process improvement.
The role acts as a key operational interface for wholesale customers and internal stakeholders, ensuring services are delivered, maintained, and supported in line with agreed timeframes and performance standards.
Key Responsibilities
• Receive, validate, and process wholesale customer orders across the service lifecycle, including activations, changes, churn, and disconnections
• Coordinate with internal teams and external carriers/partners (as applicable) to ensure timely and accurate delivery and restoration of wholesale services
• Act as an operational escalation point for wholesale customers and internal stakeholders, managing enquiries and escalations through to resolution with clear, timely communication
• Identify, diagnose, and resolve complex service, network, and infrastructure issues impacting wholesale services, performing incident and problem management in line with operational procedures and SLAs/OLAs
• Manage an assigned caseload with effective prioritisation, proactive follow-up, accurate ticket updates, and end-to-end ownership to closure
• Escalate complex, high-impact, or unresolved issues to Engineering and other resolver groups as required, providing clear diagnostics, evidence, and customer impact details
• Support provisioning and service change implementation, including configuration and verification of customer and network elements in accordance with approved processes
• Assist with planned maintenance and upgrade activities by coordinating operational readiness, customer communications, and post-change verification of service impacts
• Engage shared services teams to support optimal service performance through monitoring, diagnostics, proactive support, and coordinated restoration activities
• Produce and distribute monthly operational reporting on service and support performance, SLA/OLA compliance, provisioning outcomes, and key quality metrics
• Maintain accurate records of services, configurations, and customer environments
• Create and maintain documentation for systems, processes, and known issues
• Contribute to knowledge sharing across teams, including support for onboarding wholesale customers
• Support investigation and resolution of billing-related queries through accurate data management
• Identify risks, recurring issues, and opportunities for operational continuous improvement
• Adhere to all operational procedures, safety requirements, compliance, and business functional separation obligations
• Work collaboratively across teams while maintaining approved engagement paths and role boundaries
Qualifications and Experience
• Demonstrated experience in service assurance/NOC-style operations within telecommunications, networking, or IT service delivery environments
• Experience with OSS/BSS, provisioning, order management, and ticketing systems
• Experience in training and onboarding clients through an operational customer journey
• Strong customer service and stakeholder management skills, with the ability to manage escalated issues professionally
• Strong written communication skills and ability to work autonomously in a remote-first team, with disciplined ticket updates, handovers, documentation, and demonstrated initiative
• Strong problem-solving skills with a proactive approach to issue resolution
• Ability to produce monthly operational reporting (SLA/OLA, ticket volumes/ageing, trends, root cause themes) and communicate insights clearly
• Proficient in the Microsoft Office suite (particularly Excel, Word, and PowerPoint) for operational reporting, data analysis, and documentation
• Experience working in a wholesale or carrier environment
• Sound understanding of Ethernet switching, routing, and network fundamentals
• Experience supporting fibre technologies (e.g., GPON, XGS-PON, VDSL, G.fast) and large-scale network deployments
• Industry certifications in networking technologies (e.g., Cisco, Juniper, Aruba, Ruckus, MikroTik, Nokia)
• Relevant tertiary or technical qualifications in networking, telecommunications, or IT
On Offer
Free Home Broadband
Free Mobile SIM plan
Flexibility – 3 days/week in the office
Lunch on Wednesdays, snacks, donuts and more!
Diverse and inclusive culture
Gain skills and build relationships to succeed in the telco and tech industries, at Superloop and beyond.
At Superloop, we’re dedicated to creating a supportive and inclusive workplace where everyone feels safe, valued, and empowered to be who they are. We actively embrace diversity and celebrate the unique backgrounds, perspectives, and experiences of our team members. As an equal opportunity employer, we welcome applicants from all backgrounds to apply, regardless of gender, age, faith, ethnicity, nationality, sexuality, neurodiversity, or physical ability. We’re committed to ensuring that our hiring processes are accessible and inclusive for everyone interested in joining Superloop.