Help Desk Officer
Australia-wide
Ongoing Full Time
Description
Convo Australia's mission is to connect humans through innovative and technical communication solutions shaped by cultural experiences. We are a Deaf-owned, Deaf-operated company, and we are seeking a like-minded and passionate individual to join our team as a Help Desk Officer to support a new and growing company that aims to deliver the best video interpreting services in Australia
Convo Australia is an equal opportunity employer and we welcome everyone to our team. If you need accommodations during the application or interview process, please let us know.
In your application, please feel free to note which pronouns you use.
At Convo Australia, we redefine what it means to give back. We are all about elevating our community to new heights, and this is not possible without people who share the same passion for our culture and identity. If you feel we're the place for you, then join us and help us make a difference
Position Summary
The Help Desk Officer serves as the frontline technical support representative, ensuring that Convo Australia customers receive prompt, clear, and effective assistance with their technology-related inquiries. This role focuses on diagnosing and resolving technical issues, guiding users through troubleshooting processes, and maintaining a high standard of customer satisfaction through responsive and knowledgeable support.
The Help Desk Officer provides support using a range of communication methods, including Auslan video calls, email, and written chat, to assist customers with accessing the platform, resolving technical issues through collaboration with internal teams, and navigating our services. The ideal candidate will be technically adept, detail-oriented, and comfortable working independently in a fully remote environment.
This role reports to the Customer Success Team Lead and is based remotely anywhere in Australia, with reliable internet connectivity. Occasional travel may be required for major community events or internal collaboration activities.
Key Responsibilities
Customer Support:
* Respond to customer inquiries via text, email, video calls, and video messages, ensuring a high-quality customer experience.
* Troubleshoot problems with login, connectivity, hardware/software usage.
* Escalate unresolved issues to appropriate internal teams.
Documentation & Systems
* Maintain and improve support documentation, FAQs, and ticket logs.
* Track and manage requests through the CRM/help desk ticketing system.
Process Optimisation
* Assist in the development of customer support resources, FAQs, and training materials.
* Identify trends in issues to recommend process or product improvements.
Administrative Duties
* Maintain up-to-date customer service documentation and internal knowledge bases.
Key Performance Indicators (KPIs)
* Average response and resolution time.
* Volume of resolved tickets.
* Escalation rate.
* Documentation accuracy.
Essential Skills And Knowledge
* Previous experience in help desk or technical support roles.
* Proficiency in using CRM/helpdesk software.
* Strong technical problem-solving skills.
* High fluency in Auslan and English.
* Patience, clarity, and confidence in customer communication.
* Self-motivated and capable of working independently in a remote team environment.
Advantageous Additional Skills And Knowledge
* Strong Deaf community and Deaf Ecosystem networks.
* Proficiency in HubSpot and Jira.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Salary Range
Between $55k - $65k (plus superannuation and work-from-home allowance), depending on experience.
Apply by 9am AEST Monday, 14 July 2025.
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