Virtual Assistant

Technical Customer Support

Job description:

Technical Customer Support with a development, sales or leadership career path.

We are looking for a new team member who wants to learn our software and progress into either our development team, our sales team, or even a leadership role.

Construction or SaaS experience would be a great advantage to your learning our software.

Help Desk & IT Support (Information & Communication Technology) experience is a big advantage.

The position is working with a fast-moving tech company based in Australia. We seek high-energy, fun, self-motivated, and reliable people to be technical customer support team members. The support role will be for a minimum of 12 months before being able to progress within the company.

What you will be doing:

• Run demos of our products to prospects and send over pricing with a follow-up to them.
• As the first point of call, incoming support requests from clients end via face-to-face conversation, telephone, and email in a helpful, supportive, and courteous manner
• Provide initial diagnosis of issues
• Triage the request by discovery and document all pertinent information including caller details, nature of the request or issue, impact, and required outcome (note this is not a call center and support is from email and phone).
• Build rapport with the client base
• Prioritise and schedule your workload according to business impact
• Escalate unresolved support to the appropriate competent technician or team
• Record, track, and document the service desk troubleshooting process, including all successful and unsuccessful decisions made and actions taken, through to the final resolution
• Check in with the requesters to ensure requests have been adequately resolved
• Develop competency and understanding in using the systems and software built by the tech company along with their partners Procore, Xero, MYOB, and Quickbooks.

What you will bring:

• Troubleshooting skills to effectively triage support requests
• Ability to manage a variety of tasks simultaneously
• Previous IT support or construction experience is a big advantage
• Excellent verbal and written communication skills
• Customer focus and service orientation
• Excellent phone, email, and Zoom video call manner
• Commitment to achieving quality outcomes
• Willingness to assist and to do so enthusiastically
• Team focus
• Proactive and a sense of urgency
• Being Fluent in English

On offer is a great career in an exciting and fast-moving industry with a company that works globally. You will have the opportunity to grow in your role and move up in the company, all while being truly valued.

We offer very competitive remuneration and flexibility for people who are reliable and help us grow the business. We offer wellness days throughout the year, birthdays off, and more.

Submit your cover letter and or resume to

Job Types: Full-time / Part-time

Schedule:

• Monday to Friday
• 8 hours per shift

Experience:

• Construction: 1 year (Preferred)
• SaaS: 1 year (Preferred)
• Customer Support: 1 year (Preferred)