Programmed Maintenance Services – Clayton VIC
We are currently recruiting for a Customer Technical Support Specialist to join a growing team supporting customers across Australia and New Zealand.
This is a hands-on, customer-focused role where your ability to listen, diagnose problems, troubleshoot and find practical solutions will be key.
You'll work directly with customers who are experiencing issues with specialist products and equipment, helping them understand the problem, working through solutions and coordinating further assistance where required.
About the role
Respond to customer enquiries via phone and email
Listen to customers, understand their issues and diagnose problems
Troubleshoot a combination of hardware, software and equipment-related issues
Research and identify practical solutions to customer problems
Manage and prioritise customer cases through to resolution
Follow up with customers to ensure issues have been resolved
Coordinate external technicians when onsite assistance is required
Clearly explain technical information to customers with varying levels of technical knowledge
Identify recurring issues and assist with determining root causes
Escalate more complex issues when required
Work closely with internal teams to ensure customers receive a timely and effective solution
About you
You may come from a customer service, technical support, service, field support or troubleshooting background. The key is your ability to understand a problem, ask the right questions and work logically towards a solution.
You will ideally have:
Experience troubleshooting hardware, software, equipment or technical products
Solid customer service and communication skills
A logical and analytical approach to problem solving
The ability to explain technical information in simple terms
Solid organisation and time management skills
The confidence to take ownership of customer issues
A proactive and self-motivated approach
The ability to work independently while also being part of a small team
A willingness to learn new products and systems quickly
Previous experience with specialist equipment, electronics, RFID technology or similar products would be advantageous, but is not essential.
What's on offer
This is an opportunity to join a growing team in a role where you will have genuine ownership of customer issues and play an important part in delivering a positive customer experience.
If you enjoy diagnosing problems, talking to people and finding solutions, we'd like to hear from you.
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