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Help Desk Specialist

2 weeks ago

Melbourne, Victoria, Australia beBeeSupport Full time $60,000 - $80,000
Job Role Overview

As a Customer Support Specialist, you will be the key figure in delivering exceptional customer experiences by providing timely and professional assistance to customers and partners.

You will collaborate with the support team to ensure seamless interactions, representing values of reliability, user friendliness, and continuous improvement.

Key Responsibilities:
  • Customer Support & Interaction
    • Respond promptly and courteously to customer inquiries via email or phone, adhering to agreed service level agreements.
    • Deliver accurate information about products and solutions, helping customers resolve basic to moderately complex issues.
    • Triage customer tickets, escalating more complex issues to senior team members when required.
    • Maintain a positive, customer-focused attitude in all interactions.
    • Log interactions and solutions accurately in the support ticketing system.
  • Product & Knowledge Management
    • Stay up-to-date with features, processes, and updates.
    • Assist in updating support documentation and FAQs as needed.
    • Participate in internal training sessions to expand product knowledge and customer service skills.
  • Team Collaboration & Continuous Improvement
    • Collaborate with colleagues across support, product, and success teams to solve customer queries and improve service delivery.
    • Provide feedback from customer interactions to support continuous improvement efforts.
    • Suggest ideas to enhance the customer experience and streamline support processes.

Requirements:

  • Basic understanding of business processes is advantageous.
  • Willingness to quickly learn job management software (training provided).
  • Effective written and verbal communication skills.
  • Ability to build rapport with customers and team members.
  • Collaborative and approachable with a positive attitude.
  • Strong attention to detail; diligent in following documented processes.

Preferred Qualifications:

  • Prior experience in a customer service or contact centre role is preferred but not essential.
  • Experience using helpdesk or CRM software is desirable.
  • Proficiency in Microsoft Office or Google Workspace is a must.