Senior Technical Support Professional

2 weeks ago

Sydney, New South Wales, Australia beBeeCustomer Full time $80,000 - $105,000
Technical Support Specialist Position

This role presents an exceptional opportunity for a skilled technical support specialist to excel in delivering high-quality customer service, leveraging technical expertise, and thriving in a dynamic environment.

The ideal candidate will possess strong passion for resolving complex issues, excellent communication skills, and ability to work effectively in a fast-paced setting.

  • Manage all customer inquiries related to products and software
  • Respond to customer requests via phone or email, gathering necessary information, creating cases, and following up until resolution
  • Support integration of software with other systems and manage exports of STL/DICOM Files
  • Oversee end-to-end management of multiple projects and customer issues, ensuring timely resolutions
  • Record customer inquiries and follow up until resolution
  • Collaborate with cross-functional teams, including Customer Support, Shipping, Supply Chain, User Maintenance, Manufacturing, and Digital Lab, Field Support Team
Requirements
  • Proficiency in Microsoft Office Suite, browser-based software, and basic computer hardware
  • Strong internet and email application skills
  • Familiarity with CRM systems
  • Knowledge of technical support software, such as AX, SAP & Salesforce and SmartSolve
  • Ability to handle difficult customer situations professionally and efficiently
  • Capacity to educate or coach customers via telephone, in person, or in a classroom setting
  • Ability to provide remote technical assistance using screen sharing tools
  • Capability to prioritize and manage multiple projects simultaneously
  • Excellent communication, collaboration, analytical, and leadership skills
  • Strong problem assessment, analytical, decision-making, and problem-solving skills
  • Exceptional customer service and interpersonal skills, including rapport-building, active listening, and questioning
  • Excellent verbal, written, and communication skills
  • Ability to build productive relationships in a global environment
  • Excellent troubleshooting skills
  • Strong documentation skills
  • Multilingualism (read, speak, and write) is a valuable asset
  • Flexibility to work varied shifts
Education
  • High School Diploma or equivalent required; relevant degree preferred

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