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ICT Support Specialist

2 months ago

Adelaide, South Australia Workforce Australia for Individuals Full time

Workforce Australia for Individuals is seeking a highly skilled ICT Support Specialist to join our team. As a key member of our support team, you will be responsible for ensuring our clients and system users experience a seamless onboarding process and exceptional ongoing technical support.

Key Responsibilities:

  1. Coordinate the implementation of our software solutions for clients, liaising with key stakeholders to ensure the project meets the sales order and deadlines.
  2. Provide high-level technical support to clients via phone and email, adhering to our call and email quality process to provide excellent customer service.
  3. Manage conflict resolution matters and escalated support issues.
  4. Conduct quality assurance using our software application.
  5. Provide technical support to our resellers and conduct client administrator training.
  6. Offer accurate information about our products and services to meet customer needs and expectations.
  7. Anticipate customer preferences, needs, and expectations throughout the service experience, providing products and services in a timely manner according to individual needs and preferences.
  8. Investigate, identify, assess, and include customer needs in planning processes.
  9. Ensure plans achieve the quality and time specifications agreed with customers.

Requirements:

  1. Diploma level qualification or equivalent work experience in ICT Customer Support.
  2. Ability to plan work to ensure the achievement of desired results.
  3. Displays an ongoing commitment to learning and self-improvement.
  4. Can effectively communicate and influence others to meet organizational goals; communicates effectively and professionally to clients.