Customer Care Consultant

2 days ago

Chatswood, Australia Study and Work Full time

**Responsibilities**
- Handling all incoming customer support calls, including providing assistance with after-hours support via mobile.
- Taking ownership of ticket resolution processes.
- Collaborating with customers' IT departments to address business issues effectively.
- Upholding RIB's reputation for delivering high-quality customer service.
- Collaborating with the Sales & Marketing Team to offer pre-sales support related to IT.
- Evaluating customer needs and proposing solutions tailored to their IT and business needs.
- Assisting with Host Employer installations for clients.
- Generating, analysing, monitoring, and resolving support incidents reported by customers.
- Offering after-hours support whenever feasible for critical incidents or clients.
- Ensuring strong customer relationships by following up on support matters.
- Escalating customer satisfaction concerns to the Client Service Manager or other relevant stakeholders and maintaining clear communication until resolution.
- Proactively identifying potential customer satisfaction issues and taking preemptive measures to escalate and mitigate them whenever possible.
- Documenting and reporting software issues.
- Documenting and submitting wish list items.
- Recording all Helpdesk inquiries, customer queries, and issues using Jira Service Desk.
- Documenting resolutions for future reference purposes.

**Requirements**:

- Proficiency in level 1 technical support.
- Demonstrating prompt, responsive, responsible, and amiable problem-solving skills in addressing customer issues.
- Exhibiting sound judgment and customer-oriented instincts in handling problem resolutions and escalations.
- Possessing excellent communication, problem-solving, and troubleshooting abilities.
- Preferably possessing familiarity with the construction industry or having prior experience with collaborative project management software.
- Demonstrated capability to comprehend and follow verbal and written instructions effectively.
- Ability to efficiently manage and prioritize multiple tasks.

**Knowledge or experience in the following will be an advantage**
- Construction project management / control software
- Cloud platforms, particularly Microsoft Azure.
- Virtualisation technologies including VMware and Hyper-V
- CAD software
- Database software.

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