Address
Form of work
SalaryThe Company
Our client is a recognised dependable Managed IT provider with over 12,000 users globally. Their goal is to utilise IT to empower businesses in achieving success in ways that can make the world a better place for all. They help their clients realise their own organisations’ visions, which can come alive faster and better when the business’ IT is well-maintained and secure. They continuously strive for excellence whilst upholding their core values: Customer First, Consistency, Teamwork.
As a rapidly growing IT service provider, we are looking for Customer Service Officer to join our client’s Triage team to be based in Salisbury (Brisbane), QLD.
The role
The number one goal of everyone in our team is to provide an exceptional customer experience. The Customer Service Officer plays an important role in making sure that happens.
You will handle the triaging of all support requests, follow processes and procedures that are outlined for you, provide an exceptional customer experience, follow and update documentation, and communicate internally and externally in a professional and timely manner.
Key responsibilities
- Take all incoming calls to the service team and provide exceptional Customer Service with every interaction
- Ensure all tickets are processed as per the ticket triage process, and treated as urgent!
- Communicate any urgent ticket requests and incoming feedback to the POD Service Coordinators.
- Alert the Service Coordinators of any higher priority tickets that may not be at the P1 or P2 level.
- Assign P1 & P2 tickets to the appropriate technician for immediate action
- Manage issues with 3rd party vendors and facilitate their contact with required technical resources.
- Build strong relationships with vendors.
- Perform internal and external training and certifications that will help up-skill yourself.
- Undertake informal training with a senior member of the Triage and Dispatch team.
- Follow a continuous improvement mindset with all tasks and processes
- Provide constant communication to clients with the status of their ticket and when they can expect it to be actioned.
- Educate customers on best practices and our processes
- Update required parties with any changes/ important information via MS Teams, emails, and notes on tickets.
- Provide feedback on areas for improvement
This position is a challenging and fast paced role and is crucial to the smooth running of the service team. You will be the first point of contact to all clients calling into the team for IT support, and may take upwards of 60-70 calls per day. If you are looking for a long term career in Customer Service, or a great foundation in your IT support career, this is the role for you. A great salary, amazing and supportive team and career development opportunities are waiting for you!
Don't delay, apply for this position today or contact our team on 03 9119 0*** for further information.
The successful candidate will undertake a police check and behavioural/psychometric profiling as part of the recruitment process. Shortlisted candidates will be contacted immediately!
