Technical Support Specialist

3 days ago


Notting Hill, Victoria, Australia HOBAN Recruitment Full time

**Job Summary**

HOBAN Recruitment is seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will play a crucial role in providing exceptional support to our customers before and after sales.

**Key Responsibilities:**

  • Technical Support: Deliver high-quality Level 2 technical support via telephone and email for our software products. This includes addressing both pre-sales inquiries and post-sales issues with a focus on maintaining customer satisfaction and retention.
  • Issue Investigation: Thoroughly investigate and analyze issues reported by customers, utilizing diagnostic tools and logs to understand root causes and potential solutions.
  • Collaboration: Liaise effectively with internal product development teams to communicate customer-reported issues, prioritize resolutions, and contribute insights for continuous product improvement.
  • Time Management: Plan, prioritize, and organize your workload to consistently meet service standards and agreed objectives. This includes maintaining meticulous records of customer interactions and technical solutions provided.
  • Customer Experience: Strive to enhance the overall customer experience by ensuring timely responses to inquiries, proactive communication on issue status, and proactive measures to prevent recurring issues.
  • Jira Ticket Management: Facilitate the creation and assessment of Jira Tickets for Level 1 specialists, guiding them through the triage process to ensure accurate issue escalation and assignment.
  • Team Support: Coach and mentor Level 1 agents to enhance their technical skills, assist in managing their workload effectively, and ensure they provide excellent customer support.

**Requirements:**

  • Bachelor's degree in Computer Science, Engineering, or related technical field preferred.
  • Proven experience in a Level 1 technical support role, ideally within the software industry.
  • Strong analytical and problem-solving skills with the ability to diagnose technical issues and propose effective solutions.
  • Excellent communication skills, both written and verbal, with a customer-focused approach.
  • Ability to work independently and collaboratively within a team environment.
  • Proficiency in using support tools and systems, including Jira or similar issue tracking platforms.
  • Vietnamese language skill

**What We Offer:**

  • A dynamic and supportive work environment.
  • Opportunities for professional growth and development.
  • A competitive salary and benefits package.


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