Entry Level Customer Support Technician

About the Role:

Aptella  is looking for an entry-level Customer Support Technician to join our team. This role focuses on providing remote support services for Operational Technology (OT). You'll work closely with the support team to assist customers in getting the most out of OT platforms. The position is based at our Balcatta Office and involves collaborating with the team in Queensland.

Using advanced technology to monitor performance and guide machines accurately, this role needs someone who enjoys problem-solving and analysis to troubleshoot issues and help customers meet their goals.

Key Responsibilities:

• Remote fault finding and resolving issues.
• Manage all aspects of pre delivery and handling faulty equipment from customers.
• Escalating cases when necessary for software bugs and hardware faults.
• Support the remote teams helping customers on their OT journeys.
• Help organise support meetings with customers.
• Coordinate with customer technical teams for support and maintenance of HPGPS and FMS systems
• Attend to maintain ongoing support cases in a detailed system.
• Gather and report customer feedback on service and products.

About You:

To succeed in this role, you should have:

• Strong computer skills and proficiency in Microsoft Office applications.
• Strong customer service orientation
• Passion and drive to work with a team to provide exceptional support.
• Excellent communication skills through a variety of interactions i.e. email, phone, help desk.
• Strong attention to detail.
• Ability to follow process as well as think outside the box.
• Rigor and enthusiasm when completing tasks.
• Display a high degree of professionalism and positive attitude.
• Ability to build relationships both internally and externally.
• Able to work independently with minimal direction.
• Ability to build and manage customer relationships and expectations.
• Some previous support experience, preferably aiding field service technicians.
• Interest in in growing skills and broaden abilities in technical support
• A background related to spatial science in mining or construction.
• Some experience in networking.

Why Choose Us?

At Aptella, we value diverse skills and ideas. Joining us means being part of a team where your contributions are appreciated, regardless of your role. We offer opportunities for career growth, exposure to cutting-edge technology, and collaboration with dedicated professionals.

We prioritise learning and development, offering flexibility, parental leave benefits, wellness programs, and more to support work-life balance.

We're committed to diversity and inclusion, welcoming applications from individuals of all backgrounds and identities. We believe that a diverse team drives innovation and strengthens our expertise.

Aptella takes pride in delivering exceptional service and values the contributions of every team member.