Job Description:
We are seeking a highly skilled Technical Support Specialist to join our team. The ideal candidate will be responsible for providing exceptional technical support to customers, ensuring their issues are resolved efficiently and effectively.
About the Role:
* This is a mid-senior level role requiring experience in a customer service or technical support environment.
* The successful candidate will work collaboratively across the organization, maintaining incident and request management best practices.
Key Responsibilities:
1. Acts as the routine contact point, receiving and handling requests for support with a focus on customer and service experience.
2. Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution.
3. Assists with the development of standards, applying the standards to track, monitor, report, resolve or escalate issues. Contributes to creation of support documentation.
4. Monitor core contact centre service delivery channels and collect performance data.
5. Follows agreed procedures to identify, register and categorise incidents.
6. Gathers information to enable incident resolution and allocates incidents as appropriate.
7. Provides first line investigation and gathers information to enable incident resolution and allocate incidents, advising relevant staff and stakeholders of actions taken.
Requirements:
* Tertiary qualifications in an appropriate customer service and/or technology discipline ideal.
* Demonstrated experience in a Customer Service or Service Desk role.
* Knowledge of Incident and Service Request Management, tools and processes.
* Excellent written and verbal communication skills, including an outstanding telephone manner.
* Excellent organisational and problem-solving skills whilst providing technical support is mandatory.
* Ability to build relationships with stakeholders at all levels.
Benefits:
* Flexible working: work from home, part time, job share, hybrid options, and additional leave options
* Professional development via projects, industry networks, job rotation, study assistance and more.
* Give back with up to 4 days of volunteering leave per year.
* Reward your hard work with annual performance bonuses (subject to eligibility).
* Embrace a healthier you with our wellness program, discounted health insurance, gym perks and our comprehensive Employee Assistance Program (EAP).
About Our Process:
We value diversity and inclusivity in the workplace, welcoming applications from all backgrounds without regard to age, disability, gender, sexual orientation, parental status, race, religion and our First Nation peoples.