Known as Cyber Security experts, our client delivers the most comprehensive end-to-end cyber security service throughout Australia and New Zealand.
Experiencing growth within the market, they are in need of a Customer Experience Support Specialist to expand their technical team and provide first and second level support to clients, resellers and internal teams.
Key focuses of this role includes:
- Deliver excellent customer service experiences
- First point of contact for customers and resellers, responding to enquiries and requests and providing level 1 and 2 technical support
- Perform onboarding tasks with clients including creating licenses and zones, completing pre-launch checks, running test emails and guiding them through packages
- Map and maintain the full support processes for all relevant products.
- Escalate bugs and other support issues to the developers and monitor their progress
- Perform demonstration webinars to potential and current clients
- Develop and deliver custom reports where required
- Contribute to improving and building the product / tools
- Track and prioritise workflow items such as support requests and client interactions
- Meet all performance measures
Ideally, we are looking for a candidate that can bring the following experience, knowledge and skill:
- 2 – 4 years IT help/service desk experience
- Strong understanding of how emails work, email gateways, servers and active directory
- Experience using a ticketing system to manage workflows
- Proven history of building effective customer relationships, as well as strong stakeholder management skills
- Effective time management capability and deadline focus
- Excellent verbal and written communication skills
- Strong analytical and problem-solving skills
- High attention to detail
- Skilled in responding to setbacks in an agile and resilient manner
Professional, ethical and customer obsessed, your motivation to go above and beyond is a common thread throughout your work history. With a thirst to solve problems, resolve issues and provide a level of service and support that is second to none you want a position that will offer you more than just a salary.
With an attractive remuneration package that includes employee benefits, on-going training and development, and the opportunity to work in an industry that is experiencing amplified growth, this is one opportunity that will reward you and one you don’t want to miss out on. Apply today.
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