Job Summary:
We are seeking an experienced Technical Support Specialist to join our team. The successful candidate will be responsible for providing exceptional technical support to our clients, resolving their operational hardware and software issues efficiently and accurately.
About the Role:
As a Technical Support Specialist, you will be working closely with our clients to identify and resolve their technical problems. You will use your troubleshooting skills to quickly and correctly identify potential solutions, perform escalations, and ensure client satisfaction with the resolutions provided.
Key Responsibilities:
* Support clients with their operational hardware (workstations, touchscreens, printers, etc) and software problems
* Use your troubleshooting skills to quickly and correctly identify problems, potential solutions, and perform escalations
* Ensure clients are satisfied with the resolutions you'll provide them
* Conduct client procedural support and training
* Recognise potential new or expansion revenue opportunities
* Support other staff
* Efficiently and accurately logging tickets through our ticketing system
Requirements:
* Excellent problem-solving skills
* Drive for great customer experience
* Thorough knowledge of Windows Operating Systems
* Great organisational skills
* General networking understanding
* Good understanding of printer hardware and drivers
* BASIC to intermediate SQL Server knowledge
* Hospitality and/or Point Of Sale experience
* Call Centre or Technical Support experience
* Experience using TeamSupport or other ticketing tools
* Excellent written and communication skills
* Ability to work under pressure
* Ability to work both in a team and autonomously when working remotely
* Eagerness to learn
* Fluent in English, both written and verbal, is essential
* Legally authorised to work in Australia