Channel Helpline Support Expert

1 week ago

Melbourne, Victoria, Australia beBeeHelplinespecialist Full time $90,000 - $120,000
Channel Helpline Specialist

We are seeking a skilled Channel Helpline Specialist to join our team. In this role, you will be responsible for providing expert-level support to customers via phone, email, or chat, troubleshooting complex issues and resolving queries in a timely and professional manner.

The ideal candidate will have proven experience as a service desk analyst or other customer support role, preferably in an enterprise level environment. They will be able to work efficiently under pressure in an ever-evolving environment with a large spectrum of products within support scope.

Key Responsibilities:

  • Troubleshoot Complex Issues: Utilize your analytical skills to identify and resolve complex technical issues affecting our customers.
  • Provide Expert Support: Offer expert-level support to customers via various communication channels, ensuring a seamless experience.
  • Collaborate with Cross-Functional Teams: Work closely with internal teams to identify and implement process improvements, driving efficiency and effectiveness.
  • Stay Up-to-Date: Maintain knowledge of multiple software platforms and tools, staying current on product updates and technical advancements.

Requirements:

  • Proven Experience: Proven experience as a service desk analyst or other customer support role, preferably in an enterprise level environment.
  • ITIL Alignment: Certified or experienced in ITIL aligned environments and best practices.
  • Technical Skills: Experienced in the use of an ITSM tool to raise and resolve cases, preferably Service Now. Tech literate with the ability to quickly become proficient in multiple software platforms and tools.

Benefits:

  • Opportunity for Growth: Develop your skills and advance your career in a dynamic and supportive environment.
  • Competitive Compensation: Enjoy a competitive salary and benefits package.

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