Customer Support Expert: Delivering Personalized Solutions

5 days ago


Perth, Western Australia Vero Insurance Full time

Company Overview

Vero Insurance is a leading provider of insurance solutions, dedicated to delivering exceptional customer experiences and protecting what matters most.

Salary Information

The estimated annual salary for this role is $80,000 - $110,000, depending on location and experience. Please note that salaries may vary based on individual circumstances.

Job Description

We are seeking an experienced Customer Support Expert to join our team. As a key member of our IT support group, you will be responsible for providing personalized face-to-face support to customers at both first and second levels, delivering troubleshooting solutions with a friendly and professional demeanor.

Key Responsibilities:

  • Provide expert technical assistance to customers across all levels of the organization, from frontline staff to executive management, ensuring seamless support experiences.
  • Offer mobility support for various devices, including troubleshooting app installations and connectivity issues on phones, tablets, and laptops.
  • Handle desktop and application support, as well as peripheral and hardware assistance for printers, keyboards, mice, webcams, and more.
  • Provide expertise in MS Teams and Cisco video conferencing support, AV setup, and meeting room technology.
  • Support core applications such as Office 365 apps and desktop software like Edge, Chrome, and Active Directory.
  • Collaborate with incident management in Service Now and assist new starters with their technology setup on Day 1.
  • Work alongside the IT Service Desk and SmartBar team to restore service efficiently and contribute proactively to the management of knowledge bases and self-service articles for continuous improvement.

Required Skills and Qualifications

To be successful in this role, you will need:

  • Experience working in a first or second level IT support role for 1 year minimum.
  • Demonstrated Customer Service skills with a strong focus on the customer.
  • Experience supporting mid to executive level customers.
  • Qualification in Information Technology (desirable).
  • Demonstrate in-depth knowledge of Desktop, Mobility, and Peripheral technologies.
  • A high level of oral and written communication skills.
  • Experience supporting meeting room and VC technology.
  • A good understanding of infrastructure platforms and technologies.
  • A strong technical background with a high level of troubleshooting skills.

Benefits

We offer a wide range of benefits to our employees, including:

  • Employee rewards – exclusive offers on over 400 of Australia's large retailers.
  • Employee discounts – discounts across our brands and various products.
  • Study support – we encourage external learning and offer study support to eligible employees.
  • Parental Leave – all permanent employees who are primary carers are offered 20 weeks parental leave.
  • Wellness – we offer a wide range of initiatives to promote our employees' health and financial wellbeing.

Others

If you are passionate about delivering exceptional customer experiences and have a strong background in IT support, we would love to hear from you. Please submit your application today.



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