Technology Support Specialist

2 weeks ago

Brisbane, Australia MSD Full time

**Technology Support Specialist**
- ** Permanent full-time opportunity** with competitive renumeration and benefits
- The position is to join our “Technology Support Centre” to **support our Identification and animal monitoring technology solutions.**
- Join **a **Trusted Global Leading** Animal Health **organisation and work with a high performing, agile and **passionate team**
- ** Upskill and growth in an area your passionate about**, whilst being fully supported and encouraged

The Technology Support Centre is part of the new Global Support group that has been built to support our Identification and animal monitoring technology solutions.

The Global Technology Support Centre will be our new central point of contact for our local Aftersales teams regarding all technology related issues of our portfolio. The Technology Support Centre will be used by the local teams when a higher level of technology knowledge and expertise is required to solve issues.

The department will have the ability to triage complex issues to the support groups Senior Specialist teams of Software and Connected Devices.

This team of Support Specialists will report directly to the Technology Customer Support lead and will ensure the local team receive the highest standards of technology support via our knowledge and different technology tools.

A key success factor in maintaining high levels of the department’s standards will be the use of our proactive tools, Service processes and methodology, high levels of knowledge and team spirit.

**What You Will Do**

**Responsibilities include, however not limited to**:

- Serving as the first point of contact for Animal Health customers/tiered aftersales seeking technical assistance.
- Performing fixes directly to the customers.
- Responsibility for researching and resolving issues to ensure customer retention and satisfaction.
- Coordinating and liaising with other departments to ensure problem resolution and working together with other support centre team members to promote an environment of customer satisfaction.
- Assisting local team members by performing remote troubleshooting through different diagnostic techniques.
- Determining the best solution based on experience of the issue and details provided by local teams.
- Triaging complex issues when required to the Software & Connected Devices teams
- Maintaining the Swarming KPI Bi-weekly key country ticket follow up sessions.

**What You Must have**

To perform the job successfully, an individual should demonstrate the following competencies:

- Prior experience in a support technology organization (Ideally from Dairy, Agriculture, Animal Health, with an understanding of how to support Identification and animal monitoring technology solutions
- Prior experience in a Technology based “Help Desk” environment would be helpful
- Ability to work in a team environment
- Ability to give and receive honest and direct feedback
- Strong customer empathy with desire and willingness to help
- Strong business verbal and written communication skills
- Ability to work in the intensity of a high-volume support centre and capable of upholding the highest quality standards for individual output
- Knowledge of Microsoft processes and networks essential
- Ability to work autonomously in a virtual environment.
- Ability to meet KPI productivity standards on an ongoing basis
- Must have a dedicated quiet and distraction free workspace, including an appropriate work surface (desk that can accommodate a laptop and monitor)
- 10% Travel expected for this role

**What You Can Expect**
- ** Work autonomously whilst being supported**, encouraged and being part of a trusted **Global Leading Animal Health organisation**
- ** Exposure to upskill and develop your career** with us
- ** Flexibility and opening doors to other opportunities** and skillsets
- ** Joining a **collaborative **team of **likeminded individuals**

**Who we are **

We are known as Merck & Co., Inc., Rahway, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been inventing for life, bringing forward medicines and vaccines for many of the world's most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.

**What we look for** Imagine getting up in the morning for a job as important as helping to save and improve lives around the world. Here, you have that opportunity. You can put your empathy, creativity, digital mastery, or scientific genius to work in collaboration with a diverse group of colleagues who pursue and bring hope to countless people who are battling some of the most challenging diseases of our time. Our team is constantly evolving, so if you are among the intellectually curious, join us—and start making your impact today.

We are proud to be a c

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