Customer Experience Solutions Specialist
7 days ago
We're offering a competitive salary of $95,000 - $115,000 per year for this exciting role.
As a Customer Experience Solutions Specialist at Logicalis Australia Pty Ltd, you'll play a pivotal role in providing exceptional support to our customers. Your primary responsibility will be to ensure seamless technology experiences for end-users, tackling escalated issues and requests with precision and efficiency.
Key responsibilities include:
- Providing Level 2 Desktop/Deskside Support services, resolving incidents and requests within Service Level Agreements
- Owning desktop connectivity support, including docking solutions, Audio Visual, patching, and wireless configuration
- Escalating to 3rd party support/vendors where necessary, including warranty repair processing
- Producing Knowledge Base Articles (KBAs) to empower Customer Experience Analysts to close more cases
- Delivering diagnostic troubleshooting and incident resolution for users onsite and remotely, ensuring accurate and comprehensive notes in the ITSM tool
In terms of qualifications, we're seeking candidates with technical expertise in LAN/WAN/Voice/Security related to End User technologies, as well as experience with Microsoft Modern Device Management (Intune, M365). Ideal candidates should possess a degree or relevant certification in IT Technology, such as CompTIA or ITIL.
Additional requirements include being a self-starter who remains calm under pressure, exhibiting excellent communication skills, and a passion for developing and sharing knowledge. Teamwork and adaptability are also essential in this dynamic environment.
Benefits package includes equal paid parental leave, flexible working arrangements, and diversity equity and inclusion commitment. Join us on this exciting journey at Logicalis Australia Pty Ltd and help shape the future of technology together.
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