Customer Support Expert
We are seeking a skilled Customer Support Expert to provide exceptional first-level customer service for client contacts via phone, email and live chat.
The successful candidate will be responsible for logging all customer interactions as tickets into the IT Service Management tool to ensure that all issues and requests are captured, categorized and prioritized.
Maintenance of ticket ownership is crucial, following established procedures for ticket handling and ensuring adequate customer communication.
Efforts should be made to resolve the issue or request at the first point of contact, with escalation to the next level of support when necessary.
Remote troubleshooting involves gathering and analyzing information, using diagnostic techniques to identify and implement the best solution based on the issue and details provided.
Utilization of knowledge articles in the Knowledge Management System can help progress issues or requests, identifying and escalating any knowledge gaps that exist.
Contribution to the creation and update of knowledge articles in the Knowledge Management System is also required when necessary.
Requirements:
* 12-18 months' experience in a customer support role or three years in a customer-focused position.
* Degree-educated, preferably in Information Technology or Computer Science, or a Certificate IV qualification.
* Demonstrable industry-based technical aptitude, including knowledge of Microsoft Operating Systems and Office Suites.
* Candidates who are NV1 cleared are highly desirable.