Technical Support Professional

2 weeks ago

Brisbane, Queensland, Australia beBeeProblemSolver Full time $60,000 - $90,000

We are seeking a highly skilled Application Support Specialist to join our dynamic and modern company leading the self-storage market.

The successful applicant will have great communication skills, an appetite for problem-solving, and be good with numbers.

They will assist with correcting customer billing transactions within our storage management software, guide team members remotely through troubleshooting processes by phone, and provide support to our team members throughout Australia & New Zealand.

This is a permanent full-time position in a fast-paced ASX-200 listed company, offering career progression, health and wellbeing support, and bonuses.

Key Responsibilities:
  • Strategically address customer needs
  • Create a positive customer experience
  • Quickly resolve small or easy-to-manage issues
  • Establish a timeline and protocol for harder-to-solve problems
  • Increase employee satisfaction
  • Improve employee training
  • Obtain feedback and suggestions for product development
Day-to-Day Activities:
  • Correct errors created by users of our management software in the process of moving customers in and out of storage
  • Report and liaise with our software providers in relation to software bugs and improvement requests
  • Assist in site down events by liaising with software providers if issues are unable to be resolved internally
  • Escalate any I.T complications relating to printer & scanner difficulties, networking problems, CCTV help, internet outages, Windows operating system issues, and other I.T outages to our external IT help desk provider
  • Maintain compliance and control cyber security processes and protocols to increase and maintain digital security of our systems, company, and customer data
  • Assist in the upgrade, replacement, and supply of I.T infrastructure such as PCs, multi-function printers, mobile phones, and tablets to both new and existing stores
  • Accurately record keeping of requests for support to allow for appropriate training and reporting to be compiled by our operations management team
  • Liaise with our external support provider when escalating tier (3) requests

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