Support Specialist Melbourne
Support Specialist Melbourne
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Job Description
A Support Specialist based within a national contact centre team will support clients with system navigation and troubleshooting of issues through an awardwinning SaaS platform.
Responsibilities key tasks and requirements of role:
Assisting our clients to use our SaaS platform through phone support.
Actioning inbound and outbound support requests.
Develop in depth knowledge on all integration systems and collaborate with escalations team to deliver improved integration services.
Conduct remote trouble shooting sessions with clients to provide detailed information to 4th level support team.
Provide technical support to AU & NZ clients
Provide consumer support for to resolve any consumer
related order concerns and communicate any product issues to escalations team.
Support both clients and consumers users of our clients platform.
Provide support to 3rd party reseller clients of the platform.
Meeting operational KPIs including Customer Satisfaction (NPS) Abandoned Call Rate (ACR) Response Time (RT) First Contact Resolution (FCR) & Average Handling Time (AHT).
Recording detailed information for calls requiring further escalation including stepbystep reproduction of the issue.
Maintaining uptodate knowledge of products and services.
Communicating promptly clearly and accurately with clients and teams to assist customers.
Competencies required for this role:
Communication Clearly conveying information and ideas through a variety of media in a manner that engages the client and helps them understand and retain the message.
Managing Work Effectively managing ones time and resources to ensure that work is completed efficiently and within service level agreements.
Applied Learning Assimilating and applying new jobrelated information in a timely manner.
Technical/Professional Knowledge Having a general understanding of technology and be able to communicate troubleshooting techniques through phone communication.
Building Loyalty Effectively meeting customer needs; building rapport quickly by phone; taking responsibility for customer satisfaction and loyalty.
Client focus Ensuring that the client s perspective is a driving force behind our customer service; crafting and implementing service practices that meet client and business needs.
Employment Type
Full Time
