Customer Service Technical Expert

1 week ago

Sydney, New South Wales, Australia beBeeExpertise Full time $140,000 - $170,000
Job Summary

The Customer Service Technical Expert is a vital role in delivering exceptional customer experiences and support. This position requires strong technical expertise, excellent communication skills, and the ability to diagnose and resolve complex technical issues.

Main Responsibilities:

  • Handle customer inquiries and support requests via various channels
  • Analyze and troubleshoot technical problems using diagnostic tools and techniques
  • Collaborate with cross-functional teams to identify and document knowledge gaps and improvement areas

Requirements:

  • Minimum 5 years of experience in a similar technical support or software support role
  • Proficiency in English is required; additional language skills are an advantage
  • Proven ability to diagnose and resolve complex technical issues through log analysis, troubleshooting tools, and hypothesis testing
  • Hands-on experience supporting Windows and Linux Operating Systems in an enterprise environment
  • Strong functional understanding of enterprise software solutions

Preferred Qualifications:

  • Experience with firewalls, proxies, load balancers, LDAP/Active Directory/eDirectory, and general network-diagnostic tools
  • In-depth understanding of TCP/IP, HTTP/S, TLS/SSL, REST API, SOAP, and SAML
  • Knowledge of virtual platforms such as VMware vSphere/ESXi, Hyper-V, and vCloud

Key Performance Indicators:

  • Resolution rates for customer inquiries
  • First contact resolution rates
  • Customer satisfaction ratings

What We Offer:

  • A collaborative and dynamic work environment
  • Ongoing training and development opportunities
  • Competitive compensation and benefits package

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