AddressCompany Description
triSearch is a SaaS business committed to creating time for conveyancers through innovative technology solutions.
It is our mission to speed up the sale and purchase of homes in Australia by building a more efficient conveyancing industry. Operating nationally, we provide end-to-end technology to improve workflows and create a seamless experience for conveyancers, and their clients.
Role Description
We are looking for a full-time Support Specialist to join our growing team at triSearch. This role offers a hybrid work environment, with 3 days in-office and 2 days WFH.
As a Support Specialist, you will be responsible for providing technical and customer support to our clients. Your day-to-day tasks will include troubleshooting software issues, assisting with technical inquiries, and delivering excellent customer service.
Responsibilities
- Respond to client queries and issues on information services and software via phone, email and online
- Utilise applicable tools, such as ticketing, screen sharing, phone and custom-built tools to provide the service.
- Complete remote support sessions to investigate and replicate the issues reported for documentation and escalation, as applicable.
- Develop in depth knowledge on all triSearch systems and collaborate with escalations team to deliver improved services.
- Meet nominated operational KPIs, such as ticket closures, response time, Customer Satisfaction (CSAT), etc., as applicable.
- Maintain up-to-date knowledge of triSearch products and services.
- Communicate promptly, clearly and accurately with clients, triSearch and business partner teams to assist customers.
Skills
- Communication - Clearly conveying information and ideas through a variety of media in a manner that engages the client and helps them understand and retain the message.
- Managing Work - Effectively managing one’s time and resources to ensure that work is completed efficiently and within service level agreements.
- Applied Learning - Assimilating and applying new job-related information in a timely manner.
- Technical/Professional Knowledge - Having a general understanding of technology and be able to communicate troubleshooting techniques through phone communication.
- Building Loyalty - Effectively meeting customer needs; building rapport quickly by phone; taking responsibility for customer satisfaction and loyalty.
- Client focus - Ensuring that the client ‘s perspective is a driving force behind our customer service; crafting and implementing service practices that meet client and business needs.
- Recording detailed information for calls requiring further escalation, including step-by-step reproduction of the issue.
- Maintaining up-to-date knowledge of triSearch products and services.
Qualifications
- Prior experience in software/IT support role preferred
- Prior experience in a support call centre preferred
Why you should apply?
All of the talented people at triSearch are carefully selected to ensure they align with our core values. Operating with integrity and the ability to foster a supportive environment are among the most sought-after attributes when recruiting at triSearch.
We place an equal value of high-performance from our team members, as we do for their cultural fit and contributions. This combination of work-ethic and fun-loving is what makes triSearch such a great place to work.
Some of the perks and benefits you can expect at triSearch:
- Platinum Fitness First Gym Membership
- Daily free coffee from our in-house barista
- Daily breakfasts, snacks and drinks
- Catered lunches multiple times per week
- Generous Leave entitlements
- A chill-out zone with ping pong, pool and gaming consoles
- A fully stocked bar fridge
- Ideal office location in Sydney CBD
Please apply to this exciting opportunity by submitting your resume today!
