Senior Technical Assistance Specialist

4 days ago

Geelong, Victoria, Australia beBeeCustomer Full time $94,000 - $107,000
Technical Support Role

We are seeking an experienced Technical Support professional to join our team. This role involves providing outstanding customer support by assisting with troubleshooting and fixing technical issues within software.

The successful candidate will be responsible for logging, triaging, and updating tickets in our ticketing system, answering phone calls, and proactively communicating with internal and external stakeholders.

Apart from this, you will assist customers with general enquiries, technical support, and tailored advice, remotely accessing customer sites to investigate and resolve software issues.

Duties and responsibilities of your role may change from time to time to meet the needs and requirements of the business.

Key Responsibilities:

  • Log, triage, and update tickets in our ticketing system
  • Answer phone calls and proactively communicate with internal and external stakeholders
  • Assist customers with general enquiries, technical support, and tailored advice
  • Remotely access customer sites to investigate and resolve software issues

Requirements:

  • Experience in a technical support role with minimum two years' experience
  • Experience with SQL and IIS
  • Proven track record demonstrating ability to meet or exceed KPIs and SLAs
  • Technical expertise working with Remote Software
  • Able to take responsibility for customer needs and satisfaction
  • High attention to detail with strong problem-solving skills
  • Excellent business acumen
  • Must be a team player who can work to strict SLAs while providing excellent customer service

Why You'll Thrive With Us:

We believe that when our people are happy, they will work better and have greater work satisfaction. We strive to create an inclusive environment where everyone has opportunities for growth and development.

Here, we prioritize career opportunities, flexible work arrangements, focus on learning, and giving culture. Our goal is to help you grow professionally and personally.

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