IT Support Professional

1 day ago

Geelong, Victoria, Australia beBeeSupport Full time $50,000 - $75,000

Job Title: Support Specialist

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About the Role:

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This is an exciting opportunity to join our team as a Support Specialist. As a key member of our support team, you will play a vital role in providing high-quality customer service and technical support to our clients.

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Key Responsibilities:

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  • Action support desk enquiries both internal and external">
  • Participate in customer-driven and internal projects as required">
  • Provide quality assurance analysis as required to maintain delivery of high-quality products">
  • Deploy product releases to the customer base">
  • Maintain product environments for resolution of support desk enquiries">
  • Maintain an up-to-date product knowledge">
  • Convey a professional and courteous attitude in interaction with customers">
  • Contribute to the support team's KPIs">
  • Document and maintain current procedures">
  • Provide managed services administration under the Icon Global Cloud offering as required">
  • Provide calendar and ad-hoc product training as required">
  • Ensure accurate and timely logging of information according to current procedure">
  • Other tasks as directed by management">
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Required Skills and Qualifications:

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To be successful in this role, you will require:

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  • Ability to work within a team to achieve agreed outcomes">
  • Ability to work with a customer to understand their needs and translate/develop that to a best outcome software solution">
  • Ability to troubleshoot and methodically work to resolve problems">
  • Ability to work independently to carry out daily tasks">
  • Ability to manage more than one task at any time">
  • Ability to prioritise issues">
  • Ability to escalate issues where appropriate">
  • Customer service experience in an IT environment">
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Benefits:

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We offer a range of benefits to our employees, including:

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  • A positive and inclusive work environment">
  • Ongoing learning and development opportunities">
  • A focus on work-life balance">
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Why You'll Love Working with Us:

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We're committed to creating a workplace culture that's welcoming, safe, and inclusive. We believe that when our people are happy, they work better and have greater job satisfaction.

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Key Performance Indicators (KPIs):

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The following KPIs will be used to measure your success in this role:

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  • ">
  • Customer satisfaction ratings">
  • Resolution rates for support desk enquiries">
  • Quality assurance analysis results">
  • Timeliness and accuracy of logging information">
  • Adoption of new processes and procedures">

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