Specialist Customer Support

Summary about this job

Detail information about job Specialist Customer Support. Terms and conditions vacancy

• Premium Creative Technology Brand
• Great Team Culture
• Competitive Remuneration Package

About Wacom

Wacom are a global creative technology company. For over 35 years we have been a leader in digital pens and natural interface devices. Our products are used and loved by the world’s best designers, animators, photographers and digital artists.

This is an opportunity to join our ANZ office based in North Ryde.

About the Role

As a mentor to our customer support & technical support teams, you lead by example and are a problem-solver. You apply best judgement when resolving escalations from customer support (Tier 1) and technical support (Tier 2) teams and are responsible for successfully resolving hardware, software and customer service issues for Wacom products.

You enjoy problem solving and developing business processes (as necessary) in order to ensure the best possible customer experience while consistently demonstrating Wacom’s corporate core values. Your goal is to provide an amazing customer experience via on-line self-service and other support channels. 

This role reports to the Senior Customer Support Manager (Asia-Pacific).

Responsibilities

The role will include the following key responsibilities:

• Provide technical leadership to Tier 1 & Tier 2 support teams
• Resolve complex sales or technical issues via phone, email, chat and varied media portals, accurately communicating technical information to varying skill and comprehension levels of customers in a professional and supportive manner that cannot be solved by Tier 1 and Tier 2 support teams.
• Document all transactions & customer communication within the Global CRM system.
• Apply judgment in area of customer satisfaction decisions related to free product, discounts and repair charges.
• Strive for first contact resolution and meet productivity levels in compliance with guidelines.
• Responsible for Quality review of Tier 1 and Tier 2 customer support enquiries.
• Advanced troubleshooting, configuration, and troubleshooting laptop, slate, and tablet platforms using advanced knowledge of Microsoft Operating Systems, Mac OS X, Android and iOS as well as software applications and device drivers.
• Responsible for the creation of knowledge base management articles & video that help solve the customer’s problem via self-service model.
• Communicate customer needs and wishes to our development & engineering teams – be the voice of the customer.
• Develop and support policies and procedures for customer support team ensuring compliance with applicable Privacy and Consumer Protection Laws (CPL).
• Demonstrate a desire and initiative to continue learning new and relevant product and technical information as products evolve.
• Responsible for call center training and repair center education and operational support.
• Escalation handling from various internal departments (regional and international).
• Ensure customer enquiries are resolved in a reasonable period.
• Customer satisfaction monitoring and special customer care handling.

Qualification

• Relevant tertiary qualification in Business or related field
• Minimum three (3) years customer support experience. Prior call-center experience handling IT/consumer electronics hardware is advantageous (either via in-person, phone, chat, email, social media etc.).
• Experience in advanced troubleshooting, diagnostics and problem resolution skills.
• Good communication skills (both written and verbal) and interpersonal skills. Multiple language skills is advantageous.
• A passion for customer service and good customer experience.
• Ability to adapt to different customer cultures and communication styles.
• Resourceful and pro-active whilst also demonstrating flexibility according to needs of the business.
• Good team player with ability to work independently and with remote teams  

Our Culture

We pride ourselves on our office culture. We’re a small diverse team with fun vibrant office. Our team enjoys constant collaboration and exchange of ideas. Everyone has a voice and everyone contributes. Finding a fit for our culture is key.