Customer Technical Support Specialist

Programmed GO; Melbourne; On-site; AUD 65,000 - 90,000; Full time

Job summary

Programmed GO is seeking a Customer Technical Support Specialist to help customers across Australia and New Zealand. This hands-on role requires listening, diagnosing, and resolving issues with specialist products and equipment while coordinating with external technicians when onsite support is needed.

You will respond to enquiries by phone and email, troubleshoot hardware, software and equipment issues, and explain technical information in plain terms to customers with varying levels of

Qualifications

• Ability to listen, diagnose problems and work toward a practical solution.
• Experience troubleshooting hardware, software, equipment or technical products.
• Strong customer service and communication skills.
• Logical and analytical approach to problem solving.
• Ability to explain technical information in simple terms.

Responsibilities

• Respond to customer enquiries via phone and email.
• Listen to customers, understand issues and diagnose problems.
• Troubleshoot hardware, software and equipment-related issues.
• Research and identify practical solutions for customer problems.
• Manage and prioritise customer cases through to resolution.
• Follow up to ensure issues are resolved.
• Coordinate external technicians when onsite support is required.
• Explain technical information clearly to customers with varying knowledge.
• Identify recurring issues and assist with root-cause analysis.
• Escalate complex issues as needed.
• Collaborate with internal teams to deliver timely solutions.

Skills

Troubleshooting

Customer service

Communication

Analytical thinking

Problem ownership

Independent work

Time management

Explain technical info clearly

Job description

We are partnering with a globally recognised company in the RFID technology and education space to recruit a Customer Technical Support Specialist to join its 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
• Strong customer service and communication skills
• A logical and analytical approach to problem solving
• The ability to explain technical information in simple terms
• Strong 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.