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Customer Support Advisor

2 weeks ago

Perth, Australia WesTrac Full time

**WesTrac is an equipment solutions company and one of the world's leading Caterpillar Dealerships with a rich history of supporting thousands of customers across the mining and construction industries in Australia. At WesTrac our primary focus is our people. We know that our success is the result of more than 4,000 talented people working together to achieve amazing outcomes.**

Reporting to the **Digital Support Manager**, the **Customer Support Advisor** is responsible for Digital Mining Product support for our customers, which are a wide range of mining companies. This will include ticket triaging, technical support and facilitating weekly customer meetings where you will focus on issue resolution which will create and maintain positive relationships with your customers.

This role supports the team in improving support process and efficiency to create a robust, repeatable customer experience across the digital support lifecycle. You will form a key part of the Support team, ensuring objectives and key performance indicators are constantly achieved, with specific focus on customer support, problem triage and facilitating product problem management.

In addition, you will be responsible for tracking service metrics, generating reports and creating detailed process documentation, and supporting the subscription management process end to end**.**

**Location**:Perth Branch near Perth Airport (Reid Road)

**Roster**:Permanent Full Time

**To be successful the following is required**:

- Solid industry experience in a customer focused technical product support role
- Understanding of Software Development Life Cycle
- Demonstrated passion for and commitment to building strong customer relationships
- High level problem-solving skills with the ability to effectively assess, prioritise, escalate issues, and provide solutions
- Advanced communication skills (written, verbal and interpersonal)
- Advanced time management, attention to detail, planning and organisational skills
- Ability to work both collaboratively within a team and autonomously

**What we offer**:

- Opportunity to get a $3,000 referral bonus as part of our Recommend and Spend program
- Job security with a consistent pipeline of work
- Unrivalled training and development via The WesTrac Institute
- Fantastic team environment and inclusive work culture
- Made for More Rewards program with discounts at retailers like Woolworths, Caltex, Apple, Crown, Qantas and many more
- Paid parental leave, discounted health insurance, income protection insurance, and salary sacrifice options

**If you are interested in taking your career to the next level with WesTrac click the ‘Apply’ button today