A little about the company:

Our client is a software company. They have expanded significantly over the past 12 months and will expand even further the next 12 months. They have a terrific company culture that values its employees. They are focused on continuous improvement, are collaborative who look to develop their employees.

Benefits:

• Salary package commensurate with experience and ability with opportunities for growth
• Ongoing training and professional development opportunities
• Collaborative and supportive work environment
• Relaxed work environment with flexibility in work hours
• Provision of hardware for testing / training and learning

A little about the role:

Our client is a well-established, Software Company that has thrived because of their continuous innovations for clients.

In this role, you will be reporting to the General Manager and will be working with a tightknit software support team.

Your main duties will be to provide a professional front face of the business, supporting our customer base in all support needs relating to our products working as effectively as they can.

Ensuring SLAs are always met and there is clear communication external and internal relating to product availability and performance.

You will be ensuring that issues are properly diagnosed and resolved within an appropriate amount of time in order to minimise the user’s downtime from a particular issue.

More specifically, you will:

• Answering inbound helpdesk support calls to assist users with access / usage issues (reactive support)
• Outbound calls to users when we see error logs but prior to them making a call to us (proactive support)
• Provide confidence in our customers perception of our professionalism and first-class product offering
• Responsible for ensuring our service offering availability and performance meets SLA
• Provide technical assistance and support for incoming queries and issues related to hardware, software, and network systems
• Diagnose and troubleshoot technical problems, guiding users through step-by-step solutions
• Install, configure, and maintain computer systems, software, printers, and other IT peripherals
• Collaborate with team members to ensure timely resolution of technical issues
• Assist in documenting IT procedures, troubleshooting guides, and knowledge base articles
• Participate in IT projects, upgrades, and maintenance tasks
• Support end-users in person, via phone, email, or remote access tools

A little about you:

You will be someone who thrives working in an Agile environment. Proven experience of delivering a high degree of customer service and can effectively problem solve in an “out of the box” way including appropriate interpersonal skills to manage demanding or difficult customers appropriately.

You will be a team player with the ability to work calmly under pressure, to meet tight deadlines and see tasks through to completion with minimal supervision.

You will also have strong attention to detail as well as a high degree of accuracy in data entry; the ability to ensure that customer requirements are recorded exactly as specified.

Key requirements for role:

• 1+ years of direct customer service experience in a L1 software or technical environment, ideally while working a software vendor
• Proven experience of delivering a high degree of customer service and effectively problem solve in an “out-of-the-box” way, utilising appropriate interpersonal skills to engage with customers
• Strong verbal and written communication skills; communicates effectively with team and management – you provide clear information/instructions & you listen effectively
• Bachelor’s degree in IT (preferred but not necessary)
• Demonstrated experience supporting a broad range of technologies
• Experience in service desk environments where documenting, monitoring, and resolving issues in a timely manner are important
• Experience with an internal ticketing system
• Understanding of cloud-based delivery platforms and services such as Microsoft Office
• Team player with the ability to work calmly under pressure, to meet tight deadlines and see tasks through to completion with minimal supervision
• Possess high level of organisational skills, can manage own time and tasks to completion

Yolk is here to help!

You are more than welcome to call 1300 795 334 from 8:30am-5:30pm Monday to Friday to speak to a recruitment consultant.

This opportunity is sure to go fast so don’t wait to apply and get ready to take the next step in your career!

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