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Technical Support Representative (Level 1)

  • Anywhere

Our client has over 20 years of experience developing and distributing products and solutions within the Mobile Electronics and Consumer Electronics segments across Australia and New Zealand.

They are now looking to hire a Technical Support Representative (Level 1) to be the first point of contact for Level 1 queries from customers, service agents, and retailers regarding product sales and technical support.

Job Responsibilities:

The Technical Support Representative will be responsible for but not limited to, providing technical and customer support through emails, and Fresh Desk tickets. Always providing high-quality support and a positive customer experience, some of the responsibilities of the role will include:

Ticket Management

  • Liaise with the Australian team to obtain and review emails and tickets that need to be actioned.
  • Review all emails and tickets, identifying the correct course of action.
  • As needed, create a service desk ticket per email following the SOP’s.
  • Ensure all tickets are correctly created and actioned in a timely manner.
  • Provide ticket management reporting as needed.

    • Technical & Customer Support

  • Respond to email support requests and service desk tickets to help resolve product, technical, or, customer support issues.
  • Answer product-related questions and provide guidance on how to use the product.
  • Maintain accurate customer communications and records through the service desk system to ensure a seamless customer experience.
  • Work with the Team Lead and/or Service Manager to escalate customer or product issues.
  • Maintain a positive and professional tone of voice and attitude when corresponding to any issues.
  • Arrange parts/products for replacement under warranty.

    • Product and process knowledge

    • Review product documentation for existing and new-to-market products to effectively resolve technical support queries.
    • Review and stay up to date on policies, processes, and systems to effectively resolve support queries.

    Requirements

    Experience

    • Remote sales, customer service, or technical support experience ideally for consumer electronics products.
    • Must have experience working with an Australian team.
    • Utilising a service desk ticketing system to resolve issues.
    • Prioritising tasks/tickets to efficiently resolve support issues.
    • Working to tight deadlines and within constraints.
    • Exceptional communication skills.
    • Excellent customer service skills and practices.

    Technical Skills

    • High level of technical knowledge, or the ability to quickly understand and support consumer electronics products.
    • Proficiency in MS Office applications.
    • Knowledge of service and ticketing management platforms.

    Behaviours

    • Outcome driven.
    • An outgoing personality to proactively engage with a variety of stakeholders.
    • Prioritization skills and being flexible to adopt plans.
    • Being organised, adaptable, and flexible as needed to support the customer experience.

    Motivation and interests

    • A ‘customer first’ mindset.
    • Correctly following and optimising processes and procedures.
    • A keen interest in consumer or auto-electronic products.
    • Ability to achieve service KPIs.

    Benefits

    • Permanent work-from-home set-up
    • Dayshift (Australian business hours)
    • Full-time job
    • HMO
    • Paid leave
    • Christmas Bonus equivalent to 1 month’s wage (pro-rata)
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