Job Title: Technical Support Specialist
We are seeking a highly skilled Technical Support Specialist to join our team on a 12-month fixed-term contract. The successful candidate will be responsible for delivering high-quality technical support services to customers with a focus on WorkCover claims and policy systems.
The ideal candidate will possess excellent problem-solving skills, strong attention to detail, and the ability to work collaboratively in virtual teams. They will also have experience with ITSM Service tools such as Service Now and a proven track record of providing exceptional customer service.
* Key Responsibilities:
* Resolve technical issues impacting WorkCover systems, including critical outages
* Develop risk-based implementation strategies for customer change requests and system maintenance
* Build comprehensive knowledge of WorkCover business processes to enhance service delivery
* Create and document standard procedures for Service Desk team members
* Participate in after-hours on-call duties to ensure business continuity
* Collaborate with Digital and Technology teams to improve customer delivery outcomes
* Contribute to technology roadmaps and continuous improvement initiatives
Requirements:
* A tertiary qualification or equivalent experience
* 3+ years of experience in a technical support role
* Experience with ITSM Service tools such as Service Now
* Excellent customer service and interpersonal skills with strong attention to detail
* Well-developed verbal and written English communication skills
* Proven ability to work collaboratively in virtual teams and coach others
* Strong planning and decision-making capabilities
Benefits:
* Industry-competitive salaries
* Generous superannuation scheme
* Study assistance
Other Information:
Please note that availability to participate in rotational out-of-hours on-call roster is mandatory.