Customer Support Specialist

6 days ago

Shire of Nillumbik, Australia beBeeServiceDesk Full time $47,000 - $55,000
Job Opportunity

We are seeking an experienced and dedicated Service Desk professional to join our team. If you have a proven track record of exceptional client support and are eager to contribute to outstanding service, we want to hear from you.

Your efficiency and effectiveness will drive the success of our company and its clients. You will be responsible for executing tasks to the highest standards of professionalism, ensuring timely completion.

Key Responsibilities:
  • Provide top-tier support and personalised service to clients navigating and utilising their SaaS platforms.
  • Conduct training sessions with clients on their SaaS Platforms.
  • Assist with the Configuration and Support of CRM and Job Management systems, and other software programs across clients, including ServiceM & Zoho.
  • Build, edit, and test complex Word documents using IF statements for implementation into client systems.
  • Design, build and manage WordPress websites, Google Ads & Analytics Accounts.
  • Handle all Service Desk calls and provide technical support.
  • Efficiently communicate with all customers and staff on projects and support requests.
  • Create, manage, and be responsible for all Support Tickets in our system, ensuring they are resolved within SLA timeframes.
  • Create, update, and maintain user documentation.
  • Contributing to the continual improvement of our services.
Required Skills and Qualifications:
  • A minimum of 2 years of experience as a Service Desk/Help Desk Analyst in a SaaS environment.
  • Experience with Building & Managing WordPress websites.
  • Knowledge of Job Management and Zoho CRM, as well as other job management software.
  • Advanced Word and Excel skills, including knowledge of complex IF statements.
  • High attention to detail and the ability to follow processes meticulously.
  • Exceptional verbal and written communication skills.
  • Strong customer-facing skills and the ability to perform well under pressure.
  • A strong drive to problem-solve and ensure client satisfaction.
  • The capability to hit the ground running and take the lead in supporting our customers.
  • Proficiency in MS Applications.
  • Must have the ability to learn multiple applications quickly.
Bonus Skills:
  • Knowledge of ServiceM8.
  • Training experience.
  • Experience in writing business systems, procedures, and checklists.
  • Knowledge of Magento.
  • Knowledge of Web and Email hosting.
  • Knowledge of Google Ads and Analytics.
  • Knowledge of SEO.
Personal Attributes:
  • Motivated to learn and grow within a supportive team culture.

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