Customer Support Specialist

• Campus independent -Can be based at La Trobe University's Melbourne (Bundoora) or Victorian regional campuses
• HEO6 - $91,140 - $98,333 per annum + 17% Superannuation

About the position

The Customer Support Specialist plays an important role within the Customer Support Team, reporting directly to the Manager, Customer Support. This position is responsible for providing high-quality technical support services to University staff and students, ensuring timely resolution of issues and enhancing overall user satisfaction.

The role involves responding to and managing support requests through various channels such as phone, email, and in person, delivering clear and professional communication throughout. The Customer Support Specialist is expected to apply technical knowledge and problem-solving skills to identify and implement effective solutions for a wide range of technical issues.

In addition to day-to-day support, the specialist contributes to maintaining service standards and supports continuous improvement initiatives within the team. This includes assisting with documentation, sharing knowledge, and working collaboratively with other IT teams to ensure a seamless support experience.

This role requires a strong customer focus, technical expertise, and the ability to work efficiently in a fast-paced environment, all aimed at supporting the University's commitment to excellent service and user satisfaction.

Skills and Experience

To be considered for this position, you will have

• Proficiency in diagnosing and resolving technical issues related to IT support systems, desktop environments, AV equipment, and teaching room technology.
• Strong understanding of IT service management frameworks, such as ITIL.
• Excellent problem-solving skills, with the ability to develop and implement innovative solutions to complex technical issues.
• Strong customer service orientation, with a commitment to delivering high-quality support services.
• Effective communication skills, both verbal and written, with the ability to convey technical information clearly and concisely.

Please refer to the Position Description for the duties, skills and other experience required for this position.

Welcome to Bundoora campus – Please click on the video link below:

Welcome Video - Victorian Regional campuses – See link below;

• Discounts for staff and their family members to study a range of La Trobe courses

How to apply

Closing date: By 11:55pm Tuesday the 10 th of June 2025

Only candidates with Full Working Rights in Australia may apply for this position.

Please submit an online application ONLY and include the following documents:

• Cover letter addressing your suitability for the position (max 1 page); and
• An up to date resume;

Please scroll down to apply.

Aboriginal and Torres Strait Islander Applicants
We welcome and strongly encourage applications from Aboriginal and Torres Strait Islander people.

La Trobe University is committed to creating a diverse and inclusive workforce. We take an intersectional approach by actively supporting and encouraging people of all backgrounds and abilities to submit an application and aim to ensure that the recruitment and employee experience is as accessible and inclusive as possible. Flexibility in interview format will be offered to shortlisted candidates.

All La Trobe University employees are bound by the Working with Children Act 2005. If you are successful, you will be required to hold a valid Victorian Employee Working with Children Check prior to commencement.

Advertised: 02/6/2025 Closing Date: 10/6/2025

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