Digital Service Centre Support Specialist

2 days ago


Perth, Western Australia Australian Energy Market Operator Full time
About the Role

We are seeking a highly skilled Digital Service Centre Support Specialist to join our team at the Australian Energy Market Operator (AEMO).

Job Description

This is a Permanent Full-Time position based in Perth, with an estimated salary of $95,000 - $110,000 per annum.

  • Act as the routine contact point, receiving and handling requests for support with a focus on customer and service experience.
  • Respond to a broad range of service requests for support by providing information to fulfil requests or enable resolution.
  • Assist with the development of standards, applying the standards to track, monitor, report, resolve or escalate issues.
  • Monitor core contact centre service delivery channels and collect performance data.
Key Responsibilities

The successful candidate will be responsible for:

  • Providing first-line technical support to internal and external customers.
  • Gathering information to enable incident resolution and allocating incidents as appropriate.
  • Working collaboratively across the Digital division, including Architecture, Platform teams and Product teams, maintaining Incident and Request Management best practices.
  • Establish continual process service improvement governance and actions improvement opportunities.
Requirements

To be successful in this role, you will need:

  • Demonstrated ability in a Customer Service or Service Desk role.
  • 2+ years in the energy industry or related businesses is advantageous.
  • Knowledge of Incident and Service Request Management, tools and processes.
  • Excellent written and verbal communication skills, including an outstanding telephone manner.
  • Excellent organisational and problem-solving skills whilst providing technical support is mandatory.
Benefits

AEMO offers a range of benefits, including:

  • Flexible working: work from home, part time, job share, hybrid options, and additional leave options.
  • Professional development via projects, industry networks, job rotation, study assistance and more.
  • Give back with up to 4 days of volunteering leave per year.


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