Faults Coordinator
Log and track faults, coordinate carriers and maintain incident updates — under ACMA-aligned complaint timeframes.
Order Management
Validate and track fixed-line, NBN and mobility orders.
Provisioning & Activations
Complete approved provisioning tasks and activations.
Service Delivery
Coordinate multi-service deliveries and customer handover.
Billing & Revenue Assurance
Reconcile carrier charges, usage and billing exceptions.
Faults & Customer Assurance
Log, track and escalate faults and customer complaints.
Endpoint & Device Management
Keep customer endpoints enrolled, patched and compliant.
Telephony & Voice Support
Configure, troubleshoot and maintain hosted voice and telephony platforms.
Five reasons clients stay past the first hire
One resource, only yours
No shared queue, no rotating cast. Your dedicated resource works exclusively for you and stays.
25 years of Australian market experience
Founder Rohit Sahdev's 25 years in the Australian market, including senior leadership at Telstra, shape how every dedicated team is managed.
You always know what your team is doing
Every dedicated resource works behind Screenshot Monitor — auditable activity and reporting, not a black box.
No more "That's not my job."
Your dedicated outsourced resource adapts to what your business needs, takes ownership and grows their career by stepping up to new challenges.
Capacity without the hiring squeeze
Skilled and reliable operational talent is harder to hire locally right now. A dedicated resource adds capacity without adding to that pressure.
The outcome this role is built for
Faster fault resolution and cleaner complaint records — because every case is logged, tracked and escalated against a documented standard, not memory.
What this role owns day to day
Core responsibilities
- Log and track faults from first report to resolution
- Coordinate with carriers on outstanding fault cases
- Maintain incident updates for customers and internal teams
- Record complaints accurately and escalate urgent cases
Works inside
Reported on weekly
| Time to lodge | Speed from report to logged fault |
| Update compliance | Adherence to required update cadence |
| Resolution ageing | How long faults remain open |
| Escalation quality | Accuracy and completeness of escalations |
Works your hours. Picks up the work.
Australian business hours
Aligned to your primary time zone and holiday calendar for day-to-day coverage.
9am–5pm style coverage, matched to your roster
Extended coverage
Stretch shift start/end times around carrier appointment windows and peak order volume.
Early-start or late-finish shifts, by agreement
Round-the-clock rotation
Rotating dedicated resources for genuine 24-hour coverage on faults and urgent exceptions.
Multiple dedicated seats, handover documented
What "no that's not my job" looks like in practice: a fault doesn't match the standard categories in the playbook — it still gets logged properly and escalated to the right person instead of being left ambiguous.
What stays with your authorised staff
Must follow ACMA-aligned complaint procedures and your escalation rules. This role logs, tracks and escalates — it doesn't determine complaint outcomes or compensation.
The market backdrop for fault and assurance hires
job vacancies were recorded across Australia in May 2026 — 293,800 of them in the private sector.
Australian wage growth over the year to the March quarter 2026 (3.2% in the private sector), raising the cost of hiring locally.
of Australian customers surveyed wanted a 24/7 contact option — a service window most local-only teams can't cover alone.
Statistics checked in July 2026 from the Australian Bureau of Statistics and ServiceNow. See our Challenges We Solve page for full sourcing and context.
The same skillset, in industries that never call themselves "telco"
Strip away the carrier-specific tools and this role is a recognisable shape: manage an order or case through defined stages, reconcile exceptions, and communicate clearly against a deadline.
Doing this in-house with stretched staff, or paying a third party
- Fault tracking competes with other operational priorities
- Complaint records are inconsistent between staff
- Escalations happen late, after a complaint has already escalated itself
A dedicated faults coordinator, outsourced to us
- One resource whose only job is your fault and complaint queue
- Reports to your own ops or compliance manager, not a third party
- Same Screenshot Monitor transparency, direct to you
Utilities & Energy Retail
Outage logging and regulated complaint handling are structurally the same function.
Ticketing · CRMMSPs & IT Resellers
Incident logging and SLA-bound updates are this same role under a different name.
PSA · monitoringInsurance & Financial Services
Regulated complaint-handling timeframes mirror ACMA-aligned obligations closely.
Claims/complaint systemsProperty & Facilities Management
Maintenance fault logging and tenant communication follow the same assurance loop.
Ticketing · CRMNo guessing what this role worked on. Full sample report on the Telecommunications page →
Discovery, role design, and a candidate you interview yourself.
You define outcomes, tools and work hours. We source, screen and put forward candidates you interview and approve. Once live, your resource follows your systems, escalation model and reporting cadence — reviewed together on a schedule you set.
Questions about hiring a dedicated Faults Coordinator
Ready to add this role to your team?
Tell us your fault volumes and current ticketing/complaint tools — we'll shortlist candidates against your actual task list.