Customer Service Analyst
We are seeking an experienced Customer Service Analyst to join our team. In this role, you will be responsible for providing top-notch support to our clients via phone, email, and live chat.
The ideal candidate will have excellent communication skills, a strong technical aptitude, and the ability to work in a fast-paced environment.
Key Responsibilities
* Provide first-level customer support via phone, email, and live chat
* Log all customer contacts as tickets into the IT Service Management tool (ServiceNow)
* Maintain ownership of tickets, follow best-practice to escalate the ticket to the next level of support when necessary
* Perform remote troubleshooting, gather and analyse information, and use diagnostic techniques to triage the issue or request
* Use knowledge articles in the Knowledge Management System (BIKI) to help progress issues or requests
Requirements
* 12-18 months' experience in a Service Desk role or three years' in a customer support-focused position
* Degree-educated, preferably in Information Technology or Computer Science, or a Certificate IV qualification
* Demonstrable industry-based technical aptitude, including knowledge of current Microsoft Operating Systems and Office Suites
Benefits
* Training and certification bonuses
* Culture Awards that recognise excellence
* Brennan Daredevils - our annual, all-expenses paid trip awarded to our top performers and outstanding contributors
* Vibrant, fun social activities
* Discounted hardware and software