Technical Support Specialist

2 weeks ago

Melbourne, Australia TOPdesk Australia Full time

_**Do you love helping people? Are you a true problem solver? Do you have a huge affinity with technology? The Australian TOPdesk branch is looking for a puzzle master: Full-time Technical Support Specialist - ICT Customer Support Officer**_

Do you enjoy looking into difficult puzzles and solving problems that seem insoluble? Do you want to be part of a growing, international team? Then this is your new job: we are looking for a Customer Support Officer
- **What are you going to do as a Technical Support Specialist?**_

You analyse, research and answer a wide array of inquiries from our customers You help customers who support their own (internal) customers using our software. You think hard, listen, ask questions, and set priorities. In addition to solving the technical puzzle, you will need effective communication skills to support conveying your message clearly.

Sometimes you can make a user very happy in under a minute by explaining the reasoning behind a functionality, while other times you have to do extensive research into possibilities for TOPdesk on a VMware environment for a customer. Further, there is also a strong focus on sharing knowledge among colleagues, throughout all the TOPdesk branches. As a knowledge-centred department like technical product specialist, this is of the highest importance.

You’re core role will be Customer Support Officer, but as we are a starting team, we also expect you to help out with implementations for new customers. That means that your responsibilities will be varied and as a side-effect you’ll get a better understanding of the challenges our customers are facing.

Your core tasks include:

- Determine how our software configuration can best support out customers
- Responding to inquiries about our software in a timely matter
- Adapting TOPdesk’s configuration to the customer’s needs
- Deploying our software for new customers
- Support customers to integrate TOPdesk to their existing infrastructure
- Providing analysis and resolution of technical issues to TOPdesk customers
- Identify customer trends regarding the use of our product, as input for our development teams
- **How will you be getting ready for the task?**_

As a member of TOPdesk’s Technical Product Support Team, you’ll be part of a knowledge hub, sharing experiences with your peers around the world. You will continuously learn everything more about TOPdesk, databases, API’s, SaaS environments and our customers.

Most of your day will be comprised of analysing incoming problems and finding technical or functional solutions. Our customers have an elevated level of knowledge, so you will become a true expert for them.
- **Where will you go?**_

You will be working in the heart of Melbourne. The Australian branch is relatively young in comparison to other TOPdesk offices. TOPdesk established in Melbourne at the end of 2019. The team is relatively small, so you will be working alongside different expertise in a small team on the ground.

Next to the Australian team, you will be a part of an international team, made up of an array of other offices such as The Netherlands, England, Brazil, Germany, Canada, and many more. The international collaboration is a vital part of this job, as our Australian based team plays a major role to make this possible. Therefore it’s a big plus if you can speak and write in a second language like Brazilian Portugese and/or Dutch.

At the office we like to mix hard work with a game of football, table tennis or a beer at the end of the day. Perhaps you an even better initiative to throw in, to balance work and fun at this TOPdesk start-up?
- You have 2 years of experience working with the TOPdesk software solution
- You have a qualification in IT or in a highly relevant field
- You can demonstrate IT affinity
- Is very analytical and solution focussed
- Has strong communication skills and is extremely customer focused
- Can speak a second language, preferably Brazilian Portuguese and/or Dutch
- **What we offer?**_
- Salary between $60,000 and $75,000 / year, excluding statutory Superannuation.
- A job with enormous freedom and room for your input
- Great holiday planning: 26 vacation days
- Work in an international and appreciated environment
- **Apply?**_

Tips for your cover letter? We think it is important that you are analytical and customer centric. We would therefore like to hear, on the basis of an example, what these competences mean for you. We are also curious as to why you respond to this position and why you would like to work at TOPdesk.
- **Timelines**_

This vacancy will be open till the 5th of February 2023.

**Salary**: $60,000.00 - $75,000.00 per year

**Benefits**:

- Extended annual leave
- Profit sharing

Schedule:

- 8 hour shift
- Monday to Friday

Ability to commute/relocate:

- MELBOURNE, VIC 3000: Reliably commute or planning to relocate before starting work (required)

**Language**:

- Dutch (preferred)

Work Authorisation:

- Aust

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