Tier I Tech Support Rep

3 months ago

Melbourne, Australia Eptura Full time

**Who are we**:
We’re Eptura — a global worktech company that provides software solutions for workplaces, people, and assets that enable everyone to reach their full potential. Our people are at the heart of everything we do, spanning 11 global offices with 1,000+ employees. Together, we’re dedicated to making workplaces and assets work harder for people everywhere, giving them the opportunity to thrive.

**Job Title**: Tier 1 Support Representative

**Location**: Melbourne, Victoria, Australia

**About the role**:
**Role Overview**:

- Have passion and enthusiasm for being a part of an organization providing best-in-class global customer support.
- Perform problem analysis and isolate issues of mínimal to moderate complexity, with mínimal instruction and oversight from team leads and/or management.
- Effectively manage heavy workload consisting of Chat, E-mail and Phone contacts
- Excellent grammar and written communication skills
- Formulate workarounds and communicate results positively to the customer.
- Adhere to quality guidelines around case notes, communication, timeliness, etc.
- Identify and submit software bug and new feature requests to the engineering team.
- Work with the Tier 2 Technical Support Representatives to enforce our incident management procedure, report issues, and verify hotfixes.
- Participate in weekly department meetings as required and in internal meetings when needed.
- Communicate client feedback to other internal teams and stakeholders.
- Create end user and internal knowledge base documentation.

**What will make you successful**:

- Outstanding customer service skills
- Excellent verbal and written communication skills with both technical and non-technical individuals
- Ability to establish and maintain strong working relationships with key internal, partner, and customer personnel
- Strong technical background with problem-solving skills, troubleshooting ability, and attention to detail
- Self-motivated with the ability to manage time and stay organized
- Knowledge of the software development lifecycle and end-user support processes
- 1+ years of experience in client support is desired

**Benefits**:

- Employee Assistance Program
- 20 days annual leave
- Flexible working

**Eptura Information**:

- Follow us on Twitter | LinkedIn | YouTube
- Eptura is an Equal Opportunity Employer. At Eptura we promote our flexible workspace environment, free from discrimination. We believe that diversity of experience, perspective, and background leads to a better environment for all our people and a better product for our customers. Everyone is welcome at Eptura, no matter where you are from, and the more diverse we are, the more unified we will be in ensuring respectful connections all around the world.

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