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