Specialist Customer Support
As a mentor to the Customer Support & Technical Support teams, you will lead by example and provide solutions to problems.
Summary about this job
Team Leaders
Company: Michael Page Technology
Location: Sydney
Work type: Full Time
Salary: n\a
Phone: +61-2-3810-2352
Fax: +61-2-3621-3020
E-mail: n\a
Site: n\a
Detail information about job Specialist Customer Support. Terms and conditions vacancy
- Work for a Global Organisation
- Mentoring the customer support & technical support teams
As a mentor to the Customer Support & Technical Support teams, you will lead by example and provide solutions to problems. You will apply best judgement when resolving escalation in Tier 1 & Tier 2.
Client Details
My client excels in bringing creativity in the world. They provide powerful tools for creative expression, new ways to shape and share ideas, and innovate solutions within organisations.
Description
The key duties & responsibilities for the role are outlined below;
- Provide technical leadership to Tier 1 & Tier 2 support teams
- Resolve complex sales or technical issues via phone, email, chat and varied media portals
- Document all transactions & customer communication within the Global CRM systems
- Strive for first contact resolution and meet productivity levels in compliance with guidelines
- Apply judgement in area of customer satisfaction decisions related to free product, discounts and repair charges
- Responsible for Quality review of Tier 1 and Tier 2 customer support enquiries
- Develop & support policies and procedures for customer support team ensuring compliance with applicable Privacy and Consumer Protection Laws (CPL)
- Escalation handling from various internal departments (regional & international)
Profile
To qualify for the role, please note the below requirements;
- bachelor Degree
- Minimum 3 years customer support experience in Australia. 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 service experience
- Ability to adapt to different cultures and communication styles
- Resourceful and pro-active whilst also demonstrating flexibility according to needs of the business
- 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
Job Offer
Permanent opportunity to work within a highly innovative organisation.