Job Title
The Software Support role is an exciting opportunity to join a dynamic team and make a real impact in the field of customer service.
This position involves managing and triaging all assigned software support calls, assigning software support cases to the correct technician, receiving and managing incoming customer requests, coordinating with field service and sales teams, and invoicing and completing all SWS cases and work orders.
As a key member of the Customer Success team, you will be responsible for achieving high call answer rates for the SWS queues, working collaboratively with other team members to deliver exceptional customer service, and providing a positive customer experience at all times.
Key Responsibilities
* Manage and triage all assigned software support calls
* Assign software support cases to the correct technician
* Receive and manage incoming customer requests
* Coordinate with field service and sales teams
* Invoice and complete all SWS cases and work orders
Required Skills and Qualifications
To be successful in this role, you will need:
* Relevant tertiary qualification preferred
* Demonstrated experience in a multifaceted customer service position
* 3 years of office administration experience
* Experience in managing and triaging incoming service-related calls
* Experience rostering or scheduling personnel in a system is an advantage
* Computer experience and literacy with Microsoft Office suite of products
* A demonstrated ability to effectively multitask in a fast-paced environment
* Experience with a customer relationship system (e.g. SFDC)
Benefits
This role offers a range of benefits, including:
* Opportunity to work in a dynamic and growing industry
* Chance to develop your skills and career in a supportive environment
* Competitive salary and benefits package
Others
We are committed to fostering a positive and inclusive work environment, where all employees feel valued and supported. If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we would love to hear from you.