Help Desk Officer

1 week ago


Perth, Western Australia Convo Communications Australia Full time $60,000 - $80,000 per year
Help Desk Officer

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.

Documentation & Systems
  • Maintain and improve support documentation, FAQs, and ticket logs.
  • Track and manage requests through the CRM/help desk ticketing system.

Process Optimisation
  • Assist in the development of customer support resources, FAQs, and training materials.
  • Identify trends in issues to recommend process or product improvements.

Administrative Duties
  • Maintain up-to-date customer service documentation and internal knowledge bases.

Key Performance Indicators (KPIs)
  • Average response and resolution time.
  • Volume of resolved tickets.
  • Escalation rate.
  • Documentation accuracy.

Essential Skills And Knowledge
  • 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.

Advantageous Additional Skills And Knowledge
  • Strong Deaf community and Deaf Ecosystem networks.
  • Proficiency in HubSpot and Jira.

Other Duties

Salary Range

Apply by 9am AEST Monday, 14 July 2025.
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