AFTER SALES TECHNICAL PRODUCT SUPPORT

iPlace Recruitment Pty Ltd; Sydney; On-site; AUD 55,000 - 75,000; Full time

Job summary

iPlace Recruitment Pty Ltd is offering an office-based role in Seven Hills for candidates with technical product support experience. You will work with a small team handling software and hardware issues, logging into systems remotely, and coordinating returns or replacements.

The ideal candidate enjoys troubleshooting, has strong listening and communication skills, and understands urgency in resolving issues.

Qualifications

• Experience in technical product support or a strong interest in technology.
• Able to listen well and communicate clearly what information is needed.
• Comfortable with logging details and following processes.

Responsibilities

• Take inbound calls regarding software and hardware issues.
• Diagnose error codes and troubleshoot by remote login to identify issues.
• Raise tickets in the system and update customers on progress.
• Coordinate returns, loan equipment or replacement parts.
• Ensure all information is captured accurately.
• Provide ETA updates for loan equipment.
• Close tickets after issues are resolved.

Skills

Troubleshooting

Customer service

Remote support

Communication skills

Job description

GREAT FOR CANDIDATES WHO ENJOY SOFTWARE/HARDAWARE TROUBLESHOOTING

OFFICE BASED ROLE WITHIN A FUN TEAM

Located in Seven Hills is an excellent opportunity for a candidate with technical product support experience.

THE ROLE:

Some of your key accountabilities will include:

• Taking inbound calls nationally from customers regarding software and hardware issues
• Diagnosing error codes and troubleshooting - logging into the software remotely to identify the issue
• Raising tickets in the system
• Coordinating returns, loan equipment or replacement parts
• Ensuring all information is captured correctly
• Updating the customer with new/loan equipment ETA's
• Closing tickets once issue has been resolved

THE CANDIDATE:

To secure this role the ideal candidate will have:

• Similar experience or an interest in technology - you may have worked in a similar role but definitely don't have to be an I.T guru. Or you have a natural interest in technology and can troubleshoot general software/hardware issues. Training will be provided but it's essential you enjoy this type of work and understand the tech side of things.
• The kind of personality that enjoys working with customers to resolve issues. You're a good listener and can also communicate effectively so they understand what information you need from them.
• An excellent work ethic with a proactive approach - you understand the urgency in making sure the issue is either resolved, replaced or loan equipment is sent out ASAP.
• The desire to work within a business who are happy to train you on their niche product with the potential for career progression down the track.
• This is a great opportunity to join a business who genuinely cares about the ongoing training & development of their staff. They are part of a group of companies who ensure opportunities for variety and skill development is consistently offered.
• You may have worked within either a retail or commercial product support environment and you're ready for your next challenge. Or perhaps you are looking for a foot in the door, and you have a naturally techie mind and tinker around with things at home.

Note: this is not a full on I.T or help desk role. It is a product based technical support role working with a niche product.