Business Support Advisor
Business Support Advisor
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Job Description
About Conduent Victoria Ticketing System (CVTS)
Through our dedicated colleagues CVTS delivers world class ticketing services and solutions creating exceptional outcomes for our client and the community who count on them. You have an opportunity to personally thrive make a difference and be part of a culture where individuality is noticed and valued every day.
We are seeking a part-time Business Support Advisor to join our Melbourne-based Service Support team. This role is responsible for providing frontline technical assistance to customers resolving basic issues and ensuring exceptional customer experience. The successful candidate will act as the primary point of contact for inquiries troubleshoot technical problems and escalate complex matters to Level 2 Support when required.
Key Responsibilities
- Customer Support: Serve as the first point of contact for customer inquiries via email phone and chat. Deliver accurate timely and professional assistance while maintaining a high standard of customer service.
- Technical Troubleshooting: Diagnose and resolve basic technical issues including system navigation account setup and password resets using established guidelines and resources.
- Incident Management: Accurately document all customer interactions and resolutions in the ticketing system. Prioritize and manage support tickets in line with service level agreements (SLAs) and escalate complex cases to Level 2 Support as necessary.
- Customer Relationship Management: Build and maintain positive relationships with customers by providing clear communication and regular updates on issue status.
- Knowledge Management: Contribute to the development and maintenance of knowledge base resources including FAQs and troubleshooting guides to support efficient problem resolution.
Qualifications and Skills
- Strong communication and interpersonal skills.
- Ability to manage multiple tasks while maintaining attention to detail.
- Basic technical knowledge and a willingness to learn.
- A customer-focused approach with professionalism and empathy.
What We Offer
- A collaborative and supportive work environment.
- Opportunities for professional growth and development.
- The chance to make a meaningful impact on customer experience.
Required Experience:
Unclear Seniority
Employment Type
Advisor
