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Expert Frontline Support Specialist
3 weeks ago
Job Description
We are seeking an experienced professional to provide expert frontline support to our staff. The successful candidate will be responsible for handling complex enquiries and contributing to a high-quality service experience.
About the Role
- Provide timely, clear, and practical advice through phone, email, ticketing systems, and face-to-face interactions.
- Maintain and update the knowledge bank, ensuring information is current and accurate.
- Identify and escalate complex issues or unresolved enquiries to Tier 2 support as needed.
- Create practical, simple, and accessible solutions to problems while considering multiple perspectives.
- Collect and analyse information from various sources to resolve work issues effectively.
- Deliver efficient outcomes against team and operational work plans and contribute suggestions for process improvements.
Requirements
- Completion of a Degree without subsequent relevant work experience; or
- Completion of an Associate Diploma with at least two years relevant work experience; or
- Completion of a Post-Trades Certificate or Advanced Certificate with extensive relevant experience as a Technician; or
- An equivalent combination of relevant experience and/or education/training.
- Experience in a customer service or support role, with a proven ability to handle a range of enquiries effectively through phone, email, ticketing systems, or face-to-face interactions.
- Understanding of escalation procedures and the ability to identify when issues need to be escalated to higher levels of support.
What We Offer
- A dynamic and diverse working environment with opportunities to grow and develop careers.
- An inclusive and supportive culture that champions, embraces and respects differences.
- Ongoing learning and development opportunities to enhance your skills and expertise.
- A competitive remuneration package and benefits.
