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Service Desk Support Specialist
2 months ago
About the Company
The Humanised Group is a leading technology company that has developed a cutting-edge SaaS solution and marketplace for the construction and infrastructure industries. As a forward-thinking organization, we are committed to innovation and excellence in everything we do.
About the Role
We are seeking an experienced Service Desk Engineer to join our team and provide top-notch support to our bespoke application and product. As a key member of our support team, you will be responsible for:
- Triage and Prioritization: Efficiently identify and prioritize high-priority support cases to ensure critical issues are addressed promptly.
- Support Case Management: Manage and resolve support cases via email and calls, with a focus on high-volume ticket types.
- Technical Proficiency: Quickly adapt to various technical tools and platforms used in our support processes.
- Customer Service: Handle high volumes of email and chat support without getting overwhelmed, ensuring consistent and reliable customer service.
Requirements
To be successful in this role, you will need:
- At least 2 years of experience in a L1 support role, preferably supporting SaaS platforms and bespoke applications.
- Experience with an ITSM tool, with Salesforce Service Cloud experience being a plus.
- Proven ability to quickly learn and adapt to new technical tools and platforms.
- Demonstrated experience in managing high-volume email and chat support with ease and professionalism.
- Fantastic customer service skills.
- Attention to detail.
- Availability to start within a 2-week notice period.
- Residency in Brisbane or willingness to relocate within the notice period.
