Pier St, Perth WA 6000, Australia Req #2281
Tuesday, 21 January 2025
Are you looking for an awesome place to work, where you can proudly be your authentic self, and be part of #oneteam?
We are looking for a passionate team player who aligns with our values and culture, takes pride in their unique contributions, and can challenge the status quo with disruptive thinking. If this sounds like you, come and join us!
The OpportunityWe have an exciting opportunity to join Vocus as a Support Technician in Perth to deliver exceptional first-level technical support to Vocus EG&W customers by serving as the primary point of contact for incidents and requests.
The role focuses on achieving first-call resolution, maintaining adherence to Service Level Agreements (SLAs), and ensuring a seamless and satisfying customer support experience through clear communication and a commitment to service excellence.
What you'll be doing day-to-dayDeliver consistent and exceptional customer service and, where possible, first-call resolution across all Vocus products and services during Support's standard weekday operational hours.The first point of contact for all inbound customer calls and Online Chats via the Vocus support portal.Ensure all communications are accurately and thoroughly documented in the Support Ticketing system, correctly prioritised, and categorised.Ensure all customer communications are proactively attended to in an effective and timely manner within customer Service Level Agreements while keeping the customer informed of progress.Develop and maintain relevant knowledge and skills to be able to assist customers with level 1 troubleshooting requests.Identify more complex technical issues for escalation to Support Engineer employees and effectively use the pre-established escalation process within OLA/SLA.Escalate any identified standards, policies, or procedural improvements to relevant parties within the organisation to enhance the current use of products or systems.Contribute to the creation and updating of both customer and internal departmental documentation and knowledge, including processes and work instructions.Active self-development such as participation in workshops, courses, and certifications where applicable.Comply with continuous improvement initiatives, management systems and established processes.Any other duties as required by departmental team leads or managers.What you'll bring to this roleDesire to learn about Vocus products and services to have the ability to provide level 1 technical support for customers.Good typing speed and accuracy.Demonstrated ability to perform well in a team environment, and autonomously where required.Excellent written and verbal communication and presentation skills.Strong Excel, PowerPoint, and Word (or similar) skills.Previous experience in a "fast-paced
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