Customer Service / Help Desk Technician (L1/L2)
Your main duties will be assisting with help-desk support, troubleshooting &maintenance and hardware installation & configuration.
Summary about this job
Help Desk & IT Support
Company: Private Advertiser
Location: Melbourne
Work type: Full Time
Salary: $40,000 - $54,999
Phone: +61-7-7236-7861
Fax: +61-2-1079-1541
E-mail: n\a
Site: n\a
Detail information about job Customer Service / Help Desk Technician (L1/L2). Terms and conditions vacancy
- Opportunity to join a growing MSP with a great team culture
- Competitive salary package with benefits, progression & immediate start
- Eastern Suburbs
About the business
Phoenix Austec Group was established in 2007 and has been providing high quality IT services to businesses since then, ensuring they get the highest possible return from their IT investment. Our objective is to deliver proactive IT support and Managed IT services to our clients. Our clients range from small single office businesses right through to multi-site companies spanning the eastern coast of the country. With our year on year growth at 30%, we are growing fast and are looking for a new member to join our team.
About the role
Reporting to the IT Operations Manager, you'll work as part of a growing team as you support BAU activities for our staff and customers. Your responsibilities will include:
- Answering inbound support calls to assist users with access / usage issues (reactive support)
- Outbound calls to users when we see error logs but prior to them making a call to us (proactive support)
- Development of customer self-help content, whether as blogs, downloadable PDFs or screen videos
- Provide new user set ups including emails, relevant software accounts, hardware set ups, education and other in order to get new users up to speed
- Other technical support as required
- Document an overarching user account creation process document
- Document the process to address support requests around updating customer email signatures
- Take ownership of managing and maintaining the workstation imaging process.
- Ability to work under pressure.
- Organizational and time management skills
- Excellent attention to detail.
- Customer service focused: committed to providing exceptional customer service across all channels – written, phone and face to face.
- Participate in On-Call, after hours support
- Visit client's on-site to perform scheduled and ad-hoc maintenance and technical support.
Benefits and perks
- Opportunity to grow with the business with many training opportunities.
- Great work/life balance.
- Great location in Narre Warren, near Fountain Gate.
Skills and experience
- 1-2 years of strong direct customer service experience in a software or technical environment
- Proven experience of delivering a high degree of customer service and can effectively problem solve in an "out of the box" way including appropriate interpersonal skills to manage demanding or difficult customers appropriately
- Strong verbal and written communication skills
- Self-motivated team player with the ability to work calmly under pressure, to meet tight deadlines and see tasks through to completion with minimal supervision
- Attention to detail as well as a high degree of accuracy in data entry; the ability to ensure that customer requirements are recorded exactly as specified
- Possess high level of organizational skills, can manage own time and tasks to completion
- "Can-do" attitude and leads by example
- Communicates effectively with team – provides clear information/instructions & listens to team effectively
- Communicates effectively with colleagues and management regarding all aspects of customer service
- Demonstrated ability to solve problems within level of accountability
- Relevant diploma or equivalent desirable.