Customer Support Engineer

2 weeks ago

Sydney, Australia Real Time Full time
  • Be a part of a highly supportive & multi-cultural Global Support team
  • Hybrid setup (WFH +2 days onsite in their amazing Sydney CBD office)
  • Initial 12 months contract (w/ potential for extension or perm conversion)

Here's your chance to join a multi-awarded Tech company recognized as 1 of the Top Fortune 100 companies to work for

What you’ll be doing:

Our client is seeking a self-motivated & hardworking Customer Support Representative to jointheir Customer Support team in Sydney, supporting their growing global customer base. Being the 1st line of support, you will be responsible for providing the best-in-class support for our client's ITSM platform, helping to ensure that customers have a positive experience each time they contact support. Accelerate your career & succeed in a role where you can make an impact every day

What you'll be doing:

  • Perform initial triage of customer cases with documented solutions or workarounds, answer support queries via phone/email or CRM platform in a timely & efficient manner
  • Support users in the use of the client's ITSM platform by providing necessary advice and/or walk-through
  • Escalate to internal/external support & SME's when necessary
  • Work closely w/ Engineering, Security & Operations teams, while providing regular updates to customers
  • Identify self-service documentation gaps
  • Provide support for client's store applications
  • Be expected to manage multiple cases daily
  • Provide assistance to peers with their cases

Skills you'll need to be successful in this role: 

  • Approx 2 - 4 years working within an IT environment (e.g worked as a Helpdesk/Desktop/IT support etc.) 
  • Have a Tech background w/ the ability to absorb new technology quickly 
  • Previously worked in a Technical Support environment over phone using technical skills to resolve end user issues on a first call resolution basis
  • Able to communicate effectively w/ people at all levels & manage difficult conversations w/ customers
  • Ability to ask clear & precise questions of the customer to ascertain the exact details of the problem
  • Experience using & troubleshooting Saas applications would be a plus

 What awaits you:

Look forward to an exciting & innovative Tech culture, state of the art facilities, very supportive environment, strong growth trajectory, flexible WFH/Hybrid setup & the opportunity for perm conversion.

* Must be Perm Residents or AU/NZ Citizens

Ready to join our team?

APPLY below asap or email vanessa@realtimeaustralia.com and we'll be in touch with you right away

Feel free to check out our other job openings & set up job alerts here:  www.realtimeaustralia.com/job-search

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