Technical Support Representative (Level 1)

March 30

VirtualStaff365

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Based in Melbourne, we save you time & money by finding talented, skilled virtual staff in Philippines & South Africa

Virtual Assistants • Outsourcing • Offshoring • Virtual Staff • BPO

51 - 200

Description

• The Technical Support Representative will be responsible for providing technical and customer support through emails and Fresh Desk tickets • Ticket Management including liaising with the Australian team, reviewing emails and tickets, creating service desk tickets, and ensuring timely actioning • Responding to email support requests, service desk tickets, answering product-related questions, and maintaining accurate customer communications • Reviewing product documentation, policies, processes, and systems to effectively resolve support queries

Requirements

• 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 • 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 • Outcome driven • An outgoing personality to proactively engage with a variety of stakeholders • Prioritization skills and being flexible to adopt plans • Being organized, adaptable, and flexible as needed to support the customer experience • A 'customer first' mindset • Correctly following and optimizing 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)