The Company
The future of the world is increasingly digital and connected however many Australians suffer from frustratingly slow internet.
At Gigacomm, we believe in the power of connectivity to improve the world we live in. We have built and operate a network independent from NBN which uses the latest technology to provide reliable, ultra-fast internet to Australian homes and businesses up to 2GB/sec.
We are committed to building a diverse and inclusive team who bring different perspectives, that help best represent the customer and communities we serve, and who contribute to building a rewarding culture.
Purpose of Role
The Service Delivery Coordinator serves as the critical interface between Customers, Retail Sales, and Wholesale Network Operations. This role ensures customer requirements are technically validated, sales orders are accurately translated into network-ready service requests, and retail services are successfully activated and maintained.
This position is both customer-facing and operational, combining technical knowledge, process ownership, and , and strong communication skills to drive smooth service delivery through the sales functions through activation and customer life cycle.
Key Responsibilities
Post-Sales Customer Ownership & Assurance
Install and maintain processes that monitor that residential and SMB services are stable, performing correctly, and meeting contractual expectations.
Support Sales by explaining service capabilities, limitations, timelines, and installation requirements to customers.
Coordinate resolution of customer issues such as speed complaints, Wi-Fi performance, outages, authentication problems, or intermittent connectivity.
Serve as a customer advocate when engaging internal teams to resolve service-impacting issues.
Consumer & SMB Customer Interface
Enable the proactive automated communication with residential and SMB customers regarding service status, outages, maintenance, and resolution timelines.
Explain technical issues and fixes in plain language appropriate for non-technical users.
Support SMB customers with higher service expectations, including static IP services, firewall handoffs, and on-site networking considerations.
Sales Order Validation & Service Readiness
Validate sales orders to ensure services delivered match what was sold.
Confirm serviceability, access type, equipment, and configuration prior to activation.
Identify and correct discrepancies between sales commitments and network capabilities.
Provide feedback on product fit, common issues, and customer expectations.
Provisioning, Activation & Life-Cycle Support
Own the service lifecycle from order acceptance through activation and ongoing service assurance.
Coordinate installation times with end customers ensuring customers commit to installation window
Coordinate provisioning tasks including IP addressing, VLANs, VOIP, CPE configuration, and access activation.
Ensure clean handoff to Wholesale Network Operations with complete service documentation and known issues.
Internal Coordination & Issue Management
Serve as the escalation point for post-sales service delivery and life-cycle issues.
Work closely with Network Operations, Sales, and Customer Care to diagnose, resolve and prevent faults.
Track and manage service-affecting issues through to resolution.
Ensure customers are kept informed throughout the troubleshooting process.
Process, Quality & Continuous Improvement
Maintain accurate customer and service records in CRM, ticketing, and network systems.
Identify patterns in post-install issues and recommend improvements to products, processes, or training, defining support standards and service assurance checklists.
Improve coordination between Sales, Provisioning, and Support to reduce churn and repeat issues.
Required Skills & Experience
Experience supporting Consumer and SMB internet services in an ISP environment.
Solid understanding of IP networking fundamentals, Wi-Fi, and customer-premise equipment.
Familiarity with troubleshooting connectivity and performance issues.
Strong customer communication and expectation management skills.
Ability to manage multiple customers and issues simultaneously.
Preferred Background
Similar role in a broadband RSP or wholesale network provider.
Background in provisioning, network operations, service assurance, or technical support.
Experience handling early-life support and customer escalations.
Exposure to SLAs, service quality metrics, or outage management.
