**Key Accountabilities**
- Respond to customer inquiries and technical issues via various communication channels.
- Accurately identify, categorise, and prioritise incoming issues and service requests.
- Employ troubleshooting techniques to resolve problems promptly or escalate to appropriate teams.
- Collaborate closely with cross-functional teams to resolve more complex issues effectively.
- Escalate technical challenges to higher support levels as necessary.
- Document customer interactions, troubleshooting steps, and resolutions accurately.
- Contribute to the maintenance of a comprehensive knowledge base for efficient issue resolution.
- Identify recurring issues and provide input to improve the overall user experience.
- Propose ideas for streamlining support processes and enhancing customer satisfaction.
**Knowledge & Experience Requirements**
- Essential_:
- Strong understanding of complex IT systems, their components, and interactions.
- Proven experience in a customer support or helpdesk role, supporting complex IT systems.
- Excellent communication skills, both written and verbal.
- Robust problem-solving abilities and a customer-centric approach.
- Ability to work collaboratively in a team and adapt to changing priorities.
- Proven expertise in delivering Level 1 customer and technical support
- Experience using collaboration and tracking tools, such as Jira, Confluence, ServiceNow, etc.
- Desirable_:
- Familiarity with IT troubleshooting concepts and remote support tools.
- Understanding of Salesforce CRM platform.
Your interest will be treated in the strictest of confidence.
📌 Customer Service Representative (Vps3 It)
🏢 Hudson Australia
📍 Melbourne