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Form of workReporting directly to the Customer Service Manager, the Customer Service Technician is responsible to efficiently work from the support ticketing system and liaise with customers effectively.
The key responsibility of this role is to triage incoming jobs via phone calls and Easy Redmine to achieve a high level of response and customer satisfaction. The position provides a professional and friendly manner to customers and stakeholders at all times with clear and concise communication.
This exciting role is integral to the effective operation of the Customer Service Team.
About the Company
GaP Solutions is an Adelaide success story within the retail point of sale (POS) and Back Office Systems market. GaP has been operating for 29 years, and in the last 10 years our customer base has grown exponentially. We design and develop our own point of sale (POS) software, specify and integrate the POS hardware – and our ‘can do’ culture sets us aside as THE retail solutions innovator.
Some of our hardware & software developments for market leading grocery retailers are unique in retailing, our customer base includes Australia’s major independent grocery retailers, and all of them award winning names.
The core competencies of our business are customer support, software and hardware development, and sales and marketing. We are currently engaged in building teamwork processes across each of these core units.
About the Role
You may be an experienced Service Desk Agent / Technician Level 1 / Scanning Coordinator who will join the dynamic GaP Solutions team.
Ideally, you should have at least 1 year of experience working on a service desk / Level 1 capacity managing incidents and service requests through a ticketing system. Experience in installing and supporting POS systems and related hardware is desirable.
Day to day, you will respond to clients, resolving calls via the ticketing system.
You will be required to work within a diverse team of technicians and call desk operatives, have regular dialogue with our software development team and ensure a high level of liaison resulting in our customers receiving the best possible level of support.
Key Requirements
- Sound communication and interpersonal abilities with people at all levels, either by phone, email or directly
- Demonstrable IT support experience in a Help Desk role and/or experience in application software package training and Mysql or Sql data base knowledge would be beneficial
- High level of customer focus with a strong belief in achievement
- Ability to learn quickly – and actively contribute to the learning process
- You must be well presented with a confident and polite manner
- Experience with issues on Windows environments and networks
- Exemplary time management skills and the ability to work under pressure
- Attention to detail, flexibility and the ability to prioritise tasks
- Willingness to learn and desire to be trained in new ideas and techniques
This is a great opportunity for a highly organised individual to work within a high achieving team and to further consolidate your skills within a progressive company.
