Customer Service Champion

2 days ago

Sydney, New South Wales, Australia beBeeServiceDesk Full time $100,000 - $120,000
Service Desk Analyst Role Overview

We are seeking a highly skilled Service Desk Analyst to join our global team. This role involves providing top-tier service to our clients, working closely with various teams across the globe, and ensuring seamless delivery of resolutions to customer issues.

This is an exciting opportunity for someone who is passionate about delivering exceptional customer experiences and has experience working in SaaS application environments.

Key Responsibilities:
  • Ticket Management: Track, assign, and resolve customer issues within agreed SLAs, while creating and updating support documentation.
  • Collaboration: Work closely with other support team members globally, interacting with customers directly, and delivering on time.
  • Evaluation and Prioritization: Evaluate, prioritize, and provide technical support for incoming requests made via telephone, email, or user request portals.
Requirements:
  • Experience: Minimum 2 years of experience as a Service Desk Analyst in SaaS application environments.
  • Technical Skills: Proficient in MS Excel, understanding of data interchange formats such as JSON and XML, and basic understanding of networks and networking.
  • Software Knowledge: Experience with following Data Flows and Structures, ability to trend and report on incidents, and experience with service desk management tools (Zendesk, ServiceNow or similar).
  • Candidate Profile: Self-motivated, result-oriented, effective written and verbal communication skills, and excellent analytical and problem-solving skills.
Benefits:
  • Rapid Career Development: Opportunities for growth and learning.
  • Employee Referral Bonus: Encourages employee referrals.
  • Wellbeing Support: Access to wellbeing and safety support services.
Work Environment:
  • Travel Requirements: Occasional local and international travel may be required.
  • National Police Check: A satisfactory national police check will be required.
  • Australia Residency: Candidates must have the right to work in Australia.

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