Telecoms Operations Specialist (Path to Technical Service Manager)
Salary: $80,000 – $100,000 per year
About the role
This is a structured, progressive career pathway tailored for a Voice Technician, who prides themselves on customer satisfaction and can take ownership, into a Technical Service Manager role within the business. You will start as a Support Technician on a base salary of $80,000, mastering our workflows, provisioning hardware, and supporting clients, while resolving issues. Once fully trained on our internal systems (typically within 6-12 months), you will transition into the Service Manager role with a salary increase to $100,000. In this management phase, you will take ownership of our CRM, oversee full customer onboarding, and streamline service delivery.
Key responsibilities
Deliver high quality onsite, phone, email, and remote desktop support to business clients
Program, provision, and deploy phone systems, and various IT products, manage carrier number porting, and handle equipment ordering, liaising directly with upstream telecommunication providers
Guide new clients through their initial set up and technical introduction to our network
Filter incoming sales enquiries, answering basic questions and escalating complex opportunities to our Sales Manager
Administer our CRM, basic maintenance of our website, create client training resources, oversee ticket workflows and customer onboarding, schedule engineer callouts
About you
Proven track record in a client-facing role, with excellent spoken and written English
Strong, demonstrable experience configuring and troubleshooting Voice/3CX and Cloud PBX environments
Medium working knowledge of Yeastar, Yealink, Ericsson-LG, Grandstream, Fanvil, and legacy Samsung systems
Solid familiarity with Cloud PBX architecture, internet connectivity, general routing and Wi-Fi optimisation
Previous exposure to (or ability to quickly learn) CRM and e-commerce backends is a bonus
Ability to participate in a rostered, after-hours emergency outage rotation
Must have current valid New Zealand working rights and a NZ Drivers Licence
About us
We are an established, successful NZ telecommunications provider currently entering an exciting growth phase. We pride ourselves on delivering outstanding support. As we scale our business to the next level, we are looking for a capable technical professional with exceptional customer service skills who wants to step up into a leadership role, make a direct impact on our operations, and help shape the future of our service delivery.
Benefits
A clear, contracted salary progression ($80K to $100K)
Work-from-home flexibility, with options for a shared co-working office space if preferred
A high-influence role working directly with company leadership
To apply confidentially, please submit your CV and a cover letter outlining your experience in the telecommunications field, along with any relevant certifications. All applications will be held in the strictest confidence.
Online applications ONLY thank you!
Voicepro Ltd