
Help Desk Officer
1 week ago
Australia-wide
Ongoing Full Time
Description
everyone
Position Summary
Key Responsibilities
Customer Support:
- Respond to customer inquiries via text, email, video calls, and video messages, ensuring a high-quality customer experience.
- Troubleshoot problems with login, connectivity, hardware/software usage.
- Escalate unresolved issues to appropriate internal teams.
- Maintain and improve support documentation, FAQs, and ticket logs.
- Track and manage requests through the CRM/help desk ticketing system.
- Assist in the development of customer support resources, FAQs, and training materials.
- Identify trends in issues to recommend process or product improvements.
- Maintain up-to-date customer service documentation and internal knowledge bases.
- Average response and resolution time.
- Volume of resolved tickets.
- Escalation rate.
- Documentation accuracy.
- Previous experience in help desk or technical support roles.
- Proficiency in using CRM/helpdesk software.
- Strong technical problem-solving skills.
- High fluency in Auslan and English.
- Patience, clarity, and confidence in customer communication.
- Self-motivated and capable of working independently in a remote team environment.
- Strong Deaf community and Deaf Ecosystem networks.
- Proficiency in HubSpot and Jira.
Salary Range
Apply by 9am AEST Monday, 14 July 2025.
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