Customer Technical Support Associate

5 days ago

Melbourne, Victoria, Australia Groundfloor Full time $60,000 - $80,000 per year

Customer Technical Support Agent

Groundfloor

Groundfloor is Australia's first smart parcel locker for apartments, student accommodation & offices. With sleek design & advanced cloud technology, it securely stores deliveries from all couriers - reducing congestion & supporting sustainable e-commerce.

Details

Due to continued business growth, we are currently looking for a passionate, tech savvy candidate to join our customer service team to offer 6 star customer support.

Reporting into the Customer Support Lead, this is a part time role which may include daytime, evening and weekend hours hours per week minimum. If successful in the role, the candidate may progress to a full time position.

Responsibilities:

  • Respond to customer inquiries via phone, email, and in-person, providing timely and accurate technical support.
  • Document and track support requests in the ticketing system, ensuring all interactions are logged accurately.
  • Conduct follow-up communications with customers to ensure their issues have been resolved satisfactorily.
  • Assist with system installations and launch of new customer sites.
  • Train system users including building management, parcel recipients and couriers.
  • Conduct on-site demonstrations for potential customers.
  • Deliver customer feedback and suggestions to the Groundfloor team.
  • Collaborate with internal teams to escalate complex issues and contribute product improvements.

What we're looking for:

  • Patient, calm, and helpful by nature.
  • Confident, customer-facing personality with exceptional oral and written skills.
  • Strong IT literacy in both Windows and macOS, and Google Drive.
  • Reliable and conscientious with the capacity to work flexibly and independently.
  • Problem solver with a can-do attitude.
  • Adept with software and technology platforms and the ability to explain and train users.
  • Proof of eligibility to work in Australia.
  • Based in Melbourne with easy access to CBD and suburbs.
  • Flexibility in working hours, with some weekends expected.

Preferred:

Experience supporting a technology product. Familiarity with help desk software and ticketing systems.

Hourly rate is commensurate with applicable guidelines for part-time employment with the potential to work into a part-time or full-time role in the future. Groundfloor values diversity and qualified candidates of all backgrounds are encouraged to apply.

Thank you

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