Level 1 Technical Support
Our client is a leading provider of automotive and consumer electronics solutions, offering high-quality products through retailers, resellers, and direct customers.
As they expand, they are looking for a Level 1 Technical Support to join their team.
Job Responsibilities:
Technical & Customer Support
- Served as the first point of contact for Level 1 technical support queries from customers, service agents, and retailers.
- Respond to email support requests and service desk tickets through Freshdesk.
- Guide customers on product setup, troubleshooting, and correct usage.
- Maintain clear and accurate customer communications and service records.
- Escalate complex product or customer issues to the Team Leader or Service Manager.
- Process and arrange parts/products for warranty replacements.
Ticket Management & Reporting
- Review and prioritise support tickets, ensuring timely resolution.
- Convert email inquiries into service desk tickets, following company SOPs.
- Provide weekly and monthly performance reports on support trends and customer issues.
Product & Process Knowledge
- Stay updated on new and existing product documentation to effectively resolve queries.
- Review and understand company policies, processes, and support systems.
- Participate in team meetings, training, and performance reviews.
Requirements
- Experience in remote customer service, technical support, or consumer electronics support.
- Strong problem-solving skills and ability to quickly learn new products.
- Experience using service desk ticketing systems (e.g., Freshdesk).
- Excellent English communication skills (spoken and written).
- Strong organisational and prioritisation skills for managing support tasks.
- Proficiency in Microsoft Office applications.
- Knowledge of automotive or consumer electronics is a plus.
Benefits
- ​Permanent work-from-home set-up
- Dayshift (Australian business hours)
- Full-time job
- HMO
- Annual leave
- Christmas Bonus equivalent to 1 month’s wage (pro-rata)