Customer Service Support Technician

4 days ago

Brisbane, Queensland, Australia RPR Trades Full time $60,000 - $80,000 per year
Key Responsibilities:
  • Support hardware systems for IOT devices, including servers, workstations, and peripherals.
  • Answer and log incoming calls, emails, and tickets from customers promptly and professionally.
  • Provide clear, concise, and courteous communication to assist customers in resolving technical issues.
  • Identify and troubleshoot common problems related to the systems, software, and hardware.
  • Diagnose and resolve Level 1 technical issues, such as system access, password resets, and basic configuration inquiries.
  • Use established procedures and knowledge bases to guide customers to solutions.
  • Document all troubleshooting steps and solutions for each case in the ticketing system.
  • Escalate unresolved issues to Level 2 support or specialized technical teams, ensuring comprehensive case details are included.
  • Follow up on escalated cases to ensure timely resolution and customer satisfaction
  • Assist customers in understanding the functionality and features of the products.
  • Offer guidance on best practices to optimize the use of the systems.
  • Setup and baseline firmware and device configuration for individual client environments
  • Release management for Firmware and applications
  • Ensure hardware compatibility and integration with existing systems.
  • Perform regular maintenance and updates where required
  • Troubleshoot hardware and configuration issues and coordinate repairs or replacements.
  • Document hardware configurations and maintain artefact records.
Qualifications required:
  • High school diploma or equivalent.
  • Proficient in using ticketing systems and customer support tools.
  • Exposure to ITSM principles
  • Familiarity with basic networking, hardware interfacing, operating systems, and troubleshooting concepts.

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