Overview
<p>Join Utelecom as an ICT Customer Support Officer in Laverton North, VIC. We’re a dedicated telecom company focused on delivering exceptional service to our clients. In this vital role, you’ll provide technical support, troubleshoot issues, and ensure our customers have a seamless experience with our products. We value strong communication skills and a passion for technology, as you’ll be the first point of contact for our clients. If you’re looking to grow your career in a supportive environment where your contributions are valued, we’d love to hear from you!</p>
Responsibilities
<p>- Provide exceptional customer service by responding to customer inquiries via phone, email, and chat in a timely manner.
- Diagnose and resolve ICT-related issues for clients, ensuring a smooth and efficient troubleshooting process.
- Install, configure, and maintain telecommunication systems and software for clients, ensuring optimal functionality.
- Collaborate with technical teams to escalate and resolve complex customer issues as needed.
- Conduct regular follow-ups with customers to ensure satisfaction and gather feedback for continuous improvement.
- Maintain accurate records of customer interactions and technical issues in the company’s CRM system.
- Assist in the development of user guides and training materials to empower customers in using their ICT solutions effectively.
- Provide support for hardware and software installations, upgrades, and maintenance.
- Stay updated on industry trends and emerging technologies to provide informed solutions to clients.
- Participate in team meetings to share insights and contribute to enhancing customer support processes.
- Assist with administrative tasks as required to ensure the smooth operation of the support team.
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- Diagnose and resolve ICT-related issues for clients, ensuring a smooth and efficient troubleshooting process.
- Install, configure, and maintain telecommunication systems and software for clients, ensuring optimal functionality.
- Collaborate with technical teams to escalate and resolve complex customer issues as needed.
- Conduct regular follow-ups with customers to ensure satisfaction and gather feedback for continuous improvement.
- Maintain accurate records of customer interactions and technical issues in the company’s CRM system.
- Assist in the development of user guides and training materials to empower customers in using their ICT solutions effectively.
- Provide support for hardware and software installations, upgrades, and maintenance.
- Stay updated on industry trends and emerging technologies to provide informed solutions to clients.
- Participate in team meetings to share insights and contribute to enhancing customer support processes.
- Assist with administrative tasks as required to ensure the smooth operation of the support team.
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Qualifications
<p>- Proven experience in ICT customer support or a related field, showcasing strong problem-solving skills.
- Relevant qualifications such as a Certificate IV in Information Technology or equivalent.
- Proficiency in troubleshooting hardware and software issues across various platforms.
- Excellent communication skills, both verbal and written, to effectively assist customers.
- Familiarity with telecommunications systems and networks, preferably in a customer-facing role.
- Ability to work collaboratively in a team environment while managing individual tasks.
- Strong organisational skills with a keen attention to detail.
- Understanding of Australian privacy and data protection regulations.
- A proactive approach to continuous learning and professional development in ICT. </p>
- Relevant qualifications such as a Certificate IV in Information Technology or equivalent.
- Proficiency in troubleshooting hardware and software issues across various platforms.
- Excellent communication skills, both verbal and written, to effectively assist customers.
- Familiarity with telecommunications systems and networks, preferably in a customer-facing role.
- Ability to work collaboratively in a team environment while managing individual tasks.
- Strong organisational skills with a keen attention to detail.
- Understanding of Australian privacy and data protection regulations.
- A proactive approach to continuous learning and professional development in ICT. </p>