Help Desk Support Specialist

20 hours ago

Melbourne, Victoria, Australia beBeeSupport Full time $22,000 - $28,000

About Our Help Desk Role

We are seeking an experienced and dedicated individual to assist our team in a part-time, casual capacity. If you have a proven track record of delivering exceptional client support in a SaaS environment and are eager to contribute to our mission of outstanding service, we want to hear from you.

You will work closely with our existing help desk team, so the ability to collaborate and share information effectively is essential.

Key Responsibilities:

  • Provide top-tier support and personalized service to clients navigating and utilizing our SaaS platform.
  • Manage and resolve a variety of queries, ensuring each issue is addressed to a satisfactory outcome.
  • Assist with the configuration and support of job management systems and other software programs, including ServiceM8 and Zoho CRM.
  • Build, edit, and test complex Word documents for implementation into client systems.
  • Handle all Service Desk calls and provide technical support.
  • Create, manage, and be responsible for all Support Tickets, ensuring they are resolved within SLA timeframes.
  • Maintain efficient communication with clients and staff on projects and support requests.
  • Create, update, and maintain user documentation.

Requirements:

  • A minimum of 2 years of experience as a Service Desk Analyst in a SaaS environment.
  • Advanced skills in Word and Excel, including complex IF statements.
  • Experience in writing business systems, procedures, and checklists (a bonus).
  • High attention to detail and the ability to follow processes meticulously.
  • Strong verbal and written communication skills.
  • Strong customer-facing skills and the ability to perform well under pressure.
  • A strong drive to problem-solve and ensure client satisfaction.

Preferred Skills:

  • Knowledge of ServiceM8 and Zoho CRM.
  • Experience with WordPress.
  • Knowledge of Google Ads and Analytics.
  • Proficiency in MS Office.

Personal Attributes:

  • Motivated to learn and grow within a supportive team culture.
  • Ability to work and collaborate with a team.
  • Comfortable around big dogs.

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