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Customer Support Operator

Customer Support Operator

Location:

Victoria

Work type:

Contract

Classification:

Information & Communication Technology

Salary:

Competitive Hourly Rate

Job reference:

JO-1705-509292

Start date:

2017-05-19

Contact email:

robert.wolter@talentinternational.com

Advertiser:

Robert Wolter

Working with this global data communications and telecommunications provider, the role of Customer Support Operator will see you providing first level support across a range of key clients.  Using your superior communication, technical resolution, multitasking and data entry skills, you will identify Tier 1 technical issues of assigned accounts to assure complete customer satisfaction through all stages of the incident, while  establishing and maintaining strong relationships with the user throughout the duration of the call. 

 

What your day will look like;
  • ​​​Identifying, diagnosing, and resolving level one issues for users while utilising all the available ITSM applications.
  • Providing user support (telephone, email, and fax) and excellent customer service through tier 1 technical and non-technical support.
  • Escalating any customer incidents that cannot be resolved within specified time frames to the relevant team members and working with them until the incident is resolved.
  • Liaising with all relevant teams to resolve any identified issues.
  • Assisting the team during major incidents.
  • Identifying, managing and mitigating risks to successfully maintain a highly accurate Asset Management Database.
  • Developing good customer relationships through excellent customer service.
  • Providing excellent call quality with good verbal communication and listening skills.

 

Skills you will need:
  • Minimum of 12 months experience in a Help Desk/Service Desk/ Technical Support environment
  • Excellent communication skills (verbal, written and presentation).
  • Highly developed customer service skills (internal and external).
  •  Strong analytical, problem solving and investigative skills.
  • Attention to detail and ability to multitask
  • Technical literacy  with the ability to troubleshoot efficiently
  •  Fast and accurate typing skills
  • Knowledge and experience in an ITIL environment, previous NOC experience, and Remedy knowledge are all highly desirable
  • Radio / Transmission / Paging Network Experience/ IP Networking experience preferred

 Successfully shortlisted candidates will be required to undertake a Typing Test and pass a Police Background Check if offered the role.

 For a confidential discussion please contact Robert Wolter on 03 9602 4222, or to submit your CV please click APPLY NOW. Please note that due to the high volume of applicants only shortlisted applicants may be contact. 

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