
Support - Trs
6 days ago
Support - TRS
**About Reece Group**
Our journey began more than 100 years ago, but our commitment to delivering quality products and expert service to the trade industry remains the same.
We’re committed to understanding our customers. Our group of brands ensures they get the products and expert service they want, when they want it.
Reece Plumbing, Bathroom Life, Reece Onsite, Reece Irrigation & Pools, Reece Civil, Viadux, HVAC, Actrol, Metalflex, Reece Fire.
**About the Role**
If you are interested in building a career in technology, this could be a great opportunity for you.
With over 300 programs in different technologies, **Reece's internal technology platform**is the backbone of our business operations, supporting our branches to ensure seamless service to our customers. Based out of our Head Office in Cremorne, you will be part of our internal support team, working alongside our development teams. You’ll play a key role supporting our Reece branch network with any queries or issues that arise.
**Your Day to Day**
- Serving as the first point of contact for users seeking assistance with our internal technology platform.
- Documenting and updating incidents and requests in our call ticketing system (current ServiceNow).
- Reproducing issues and gathering the required information before escalating.
- Escalating tickets in a timely manner.
- Owning tickets and working with the development team to understand and resolve issues.
- Striving to keep the ticket queue to a minimum.
**About You**
You are an exceptional communicator and enjoy working in a fast-paced, high-volume environment. You understand the need for urgency and the importance of attention to detail.
- Tech-savvy with experience in a technical support role.
- Ability to communicate clearly and concisely, both verbally and in writing.
- Capable of translating technical information for both technical and non-technical staff.
- Analytical skills to understand business-critical issues and escalation processes.
- Comfortable working under time pressures.
- Self-motivated and able to multitask (answering phones and working on tickets simultaneously).
- Quick to adapt to change (reactive to incidents).
- Eager to learn our internal processes.
- Able to manage highly stressful situations.
- Strong problem-solving skills and the ability to think outside the box.
**Our Perks**
A great opportunity to build your career in tech at Reece, with structured career pathways. We offer hybrid working.