Job Opportunity:
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The Customer Support Officer is a pivotal role within our fast-paced teams at the NSW government department - Support Teams. This position operates as part of a support desk, handling enquiries from users of the NSW Planning Portal and general enquiries from customers and key stakeholders.
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The teams are the first points of contact for internal planners, council users, developers, certifiers, and the public. Enquiries include general matters, user issues that the team investigates and determines the type of fix, which may require escalation to the technical team.
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Key Responsibilities:
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* Troubleshoot and triage user and system issues via multiple channels.
* Evaluate and escalate issues for further investigation and resolution to the technical team.
* Identify key issues and trends for escalation to senior management.
* Efficiently triage enquiries, complaints, and provide general advice relating to exhibitions, policy, Major Projects.
* Provide high-quality, friendly customer service.
* Work independently and collaboratively with the team.
* Communicate effectively verbally.
* Escalate issues in a timely manner to ensure a positive outcome and meet KPIs.
* Demonstrate a proactive attitude to team collaboration.
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Required Skills:
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* Previous support experience or a customer-focused environment.
* Experience with CRMs such as PEGA, Salesforce, Jira, Fresh caller.
* Mastery of Microsoft Office - Word, Excel, PowerPoint, Outlook, Teams/Skype.
* Interest in the NSW Planning system or previous government/council experience with the planning process is ideal.
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Benefits:
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* Award-winning contractor benefits package.
* Leading NSW Government supplier since 2004.
* Discounted training and certification.
* Professional Indemnity (PI) and Public Liability (PL) insurance coverage.
* The best Christmas in July party in Australia.