Customer Support Specialist
We are seeking a Customer Support Specialist to join our team in Sydney. As a key member of our customer-facing support team, you will be responsible for providing exceptional service to our clients.
Your primary focus will be on delivering timely and effective incident resolution and service request management, ensuring that all interactions meet or exceed user requirements and expectations.
* Provide accurate incident resolution and service request management within established SLA time frames.
* Manage incidents and service requests effectively, capturing information in the appropriate management system for future reference and analysis.
* Liaise with internal support teams, both local and international, and external service providers as required to resolve incidents and complete service requests.
* Facilitate the acquisition and installation of hardware and software for users required by the business.
* Contribute and document client services-related knowledge to the internal wiki and assist in knowledge transfer across the team.
Requirements:
* Ideal candidate will have at least 2 years of experience working in an IT service/help desk role.
* Relevant tertiary or industry-certified qualifications are highly desirable.
* A strong customer service and work ethic, with excellent analytical and problem-solving skills.
* Very effective verbal and written communication skills, with sound knowledge of Microsoft Office and media applications such as Adobe Creative Suite.
* Experience supporting both Windows and Mac desktop environments is essential.
* Experience in using IT service desk incident management processes, ticketing systems, Active Directory and Desktop Remote Management tools would be highly advantageous.
* Broadcast media experience is also highly desirable.
Benefits:
* Ongoing training and professional development opportunities.
* Opportunities for career advancement and growth.
* A supportive and collaborative work environment.
We welcome applications from people of all backgrounds and cultures. We acknowledge the importance of diversity and inclusion in the workplace and are committed to creating a culture that values and respects individual differences.