Senior Technical Services Professional

7 days ago

Sydney, New South Wales, Australia beBeeSupport Full time $65,432 - $123,456
Technical Support Engineer Role

This is a customer-facing role that requires strong technical skills in addition to excellent customer service abilities.

  • Manage and resolve complex technical issues across the frontend stack in collaboration with Development and Operations teams.
  • Provide clear communication to stakeholders and maintain a professional demeanor when handling user issues.

In this position, you will work closely with product and engineering teams to drive product quality and reliability.

Responsibilities:
  • Troubleshoot and diagnose technical issues to drive permanent fixes.
  • Develop and implement solutions to improve system performance and efficiency.
  • Collaborate with cross-functional teams to identify and address technical challenges.

Required Qualifications:

  • 5+ years of experience in technical support or a related field.
  • Strong understanding of web application technologies and development methodologies.
  • Excellent written and verbal communication skills.
  • Able to work in a team environment and prioritize tasks effectively.

Desired Skills:

  • Experience with ServiceNow ITOM and ITAM products.
  • Familiarity with PowerShell scripting and VMware/AWS/Azure.
  • Understanding of network troubleshooting tools and concepts.
Education and Certifications:
  • Bachelor's degree in Computer Science or related field preferred.

Key Performance Indicators:

  1. Resolve 80% of technical issues within designated timeframe.
  2. Improve customer satisfaction ratings by 20%.
  3. Reduce average issue resolution time by 30%.

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