Technical Support Specialist Australia

Overview

Provide prompt, courteous, and effective technical support to customers via phone, email, and live chat, ensuring each interaction is handled with care.

Troubleshoot and diagnose hardware, software, and network issues over the phone and email, guiding customers through step-by-step solutions.

Conduct remote support sessions using remote desktop tools to assist customers in resolving PC problems.

Prepare and maintain detailed technical documentation, including troubleshooting guides and case notes.

Collaborate with technical teams to escalate and resolve complex issues promptly.

Process service orders and manage support inquiries efficiently, ensuring timely and accurate resolution.

Offer internal support to the sales and logistics teams by addressing technical aspects related to product delivery and installation.

Stay current with evolving technology trends, hardware components, and software updates to provide informed recommendations.

Maintain accurate records of customer interactions and support cases using CRM or ticketing systems.

Follow up with customers to ensure complete resolution of issues and a high level of satisfaction.

Contribute to process improvements by identifying recurring technical issues and suggesting solutions.

Perform additional administrative or technical tasks as assigned by management.

Job Requirements

• 2-3 years of customer service or technical support experience required
• Must have computer and component knowledge — extensive knowledge of computers is an advantage
• Troubleshooting and diagnosing hardware and software issues is a must
• Must hold a certificate or degree in relevant field
• Proficient in English (reading, writing, and speaking)
• Ability to work autonomously and within a team environment
• Thrives in a fast-paced environment
• Ability to multi-task in a fast-paced environment
• Keep up to date with the latest tech and trends to better assist customers
• On-the-job training will be provided

Work Conditions

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