About the job Technical Support Representative / Technical & Retail Virtual Support
Our client is looking for an experienced customer service extraordinaire for a newly created role in their expanding team. Were on the hunt for the best customer-centric staff out there, arent afraid of being a little geeky, and someone who isnt simply looking for a regular 9-5 office job where every day is different; wed love to hear from you!
As a leading eCommerce retailer, you will respond to general customer service and technical support enquiries. You will assist customers virtually via phone, email, and video and take advantage of screen-sharing and co-browsing to assist customers in their enquiries. While our onshore, in-house team will support you, it is essential you have an excellent understanding of computer hardware and component compatibility to assist you in responding to customer enquiries.
Responding to customer enquiries via various channels including phone, email, chat and video
Perform troubleshooting and technical support to customers across a large scope of technical products
Provide recommendations to customers for suitable products after completing a thorough needs analysis
As this is a new role, assist in the development of systems, tools and resources and provide regular feedback to management
Technical Skills Required
Experience troubleshooting basic and advanced technical issues for customers
Experience in dealing with technical products, understanding and identifying compatibility issues
Experience and Ability:
Excellent English communication skills both written and verbal
Tertiary qualifications in Information Technology are essential
Must be tech-savvy and up-to-date with all current computer hardware and software
Experience in working in a multichannel Customer Service environment
A basic or intermediate understanding of Australian Consumer Law