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Form of workAbout QPC Australia:
QPC Australia, a renowned Contact Centre solutions integrator with two decades of excellence in the Australian market, invites dynamic professionals to join our innovative team. Known for our commitment to solving complex problems and delivering outstanding results, we specialize in Cloud Contact Centre solutions, offering a diverse range of services, including solution implementations, hosting, and telecommunications. Please visit our website to learn more https://qpcaustralia.com
Role : Application Support Engineer
Our mission is to provide technical support and solutions to our customers by handling the resolution of the incidents and problems on our products and services. We work closely with technical specialists, product teams, and third party product partners to ensure an outstanding technical support to our customers.
Key Responsibilities:
- Provide a superior level of technical support with a positive and confident approach via telephone, email, and remote screen sharing.
- Provide timely and accurate responses to customers within SLA.
- Document action plan and progress in case tracking systems.
- Solve, reproduce, debug, and diagnose customer issues.
- Accountable to supervise customer issues to resolution.
- Proactively provide regular and timely follow ups with customers with recommendations, workarounds, updates, and action plan.
- Troubleshoot high-level technical issues across multiple systems, from inception to completion.
- Follow escalation procedures, liaise effectively with Professional services team, Account Managers and Customer representatives.
- Share knowledge with colleagues, make changes to existing procedures and documentation.
About You:
- 1 years experience in a customer-focused, technical support role preferably working in the contact centre Application Support space.
- Proficient understanding of networking concepts.
- A passionate team player with excellent problem-solving skills.
- Comfortable working independently or as part of a team on complex, varied projects.
- Excellent communication and relationship management skills.
- Provides technical support to users by researching and answering questions, troubleshooting problems, and accurately recording information into the organization's CRM.
- Ability to thrive under pressure, catering to the needs of demanding customers.
- Strong attention to detail.
- Bachelor’s degree in a relevant field or equivalent experience.
What We Offer:
- A hybrid working environment.
- Opportunities for collaborative problem-solving.
- Support for ongoing learning and professional development.
Why Come to Work at QPC?
QPC is committed to keeping its employees engaged, challenged, and rewarded! We are a small but highly experienced team that will provide you with the perfect place to expand your experience and grow your career. You will work side by side with some of the best senior engineers and consultants in the business who are out to help you succeed and learn! We will also invest in your education to ensure your knowledge and experience grow with your career!
Is Working from Home an Option?
Yes, once the appropriate level of platform knowledge is achieved, this option will be available. Work at home 2 days/week.
QPC is an equal opportunity employer, and we champion diversity. Don’t meet every single requirement of this role? We’d love you to still apply and come and meet us for a chat! Join us at QPC Australia and be a part of a team that's shaping the future of CX Technology and Solutions!
