IT Support Officer

2 days ago

Canterbury, Australia Snooze Full time

**About Us**:
Snooze provides technology support to stores and franchisees** 7 days a week, **and this role will work within rotation with other members of the support team to ensure coverage across weekends.

**Reporting to the Technology Operations Manager, your main responsibilities will include;**

**Customer Service**:

- Demonstrate a customer focus in all behaviours, which may include handling challenging and complex customer service enquiries.
- Create value for callers by providing an _awesome customer experience _- Snooze’s mission.
- Determine the best solution based on the issue and details provided by the customer.
- Walk the customer through the problem-solving process.
- Escalate unresolved issues to the next level of support personnel.
- Follow up and update customers with status changes and new information.

**Technology Support**:

- Perform remote troubleshooting through diagnostic techniques and by asking pertinent questions.
- Provide accurate information on IT products and services.
- Record events and problems and their resolution in-service notes and knowledge articles.
- Pass any feedback or suggestions by customers to the appropriate internal team member.
- Identify and suggest possible improvements on procedures.
- Escalate any issue outside the ordinary to the appropriate person with the Snooze Technology team.

**General**:

- Provide assistance on other ad hoc duties as and when required by the Technology Operations Manager.

**Perks of the job**:

- Employee discounts across all our brands
- Flexible working arrangements
- Free and confidential Employee Assistance Program
- Ongoing training, development & support
- Work with an amazing, passionate and talented team of individuals

At Snooze, we reward authenticity, respect, responsibility and togetherness in the constant pursuit of improvement.

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