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ICT Customer Support Officer
Absolve Pty Ltd
Overview
Join Absolve Pty Ltd, a dynamic startup based in Melbourne, VIC, dedicated to driving digital transformation. We’re on the lookout for an enthusiastic ICT Customer Support Officer who thrives on delivering exceptional service. In this role, you’ll be the first point of contact for our clients, assisting with technical queries and ensuring their IT needs are met with efficiency and care. You’ll work closely with our innovative team to enhance user experiences and contribute to our mission of transforming businesses through technology. If you’re passionate about IT and customer satisfaction, we’d love to hear from you!
Responsibilities
- Provide exceptional customer support for ICT-related queries, ensuring timely and effective resolution. - Troubleshoot hardware and software issues, guiding customers through step-by-step solutions. - Collaborate with the technical team to escalate complex issues and ensure swift resolutions. - Maintain accurate records of customer interactions and technical issues using our support ticketing system. - Conduct onboarding and training sessions for new users, enhancing their understanding of our digital tools. - Monitor system performance and proactively identify potential issues before they impact users. - Assist in the development of user guides and documentation to empower customers with self-help resources. - Stay updated on the latest ICT trends and technologies to provide informed support. - Engage with customers to gather feedback and suggest improvements to our services. - Foster a positive and inclusive environment, ensuring all customers feel valued and supported. - Participate in team meetings to share insights and contribute to continuous improvement initiatives. - Manage customer expectations effectively, providing clear communication throughout the support process.
Qualifications
- Proven experience in ICT support, demonstrating strong problem-solving skills and customer service excellence. - Relevant qualifications in Information Technology, Computer Science, or a related field. - Familiarity with ITIL frameworks and ticketing systems to manage support requests effectively. - Strong understanding of hardware, software, and network troubleshooting techniques. - Excellent communication skills, both verbal and written, to liaise with diverse stakeholders. - Ability to work collaboratively in a fast-paced startup environment, adapting to evolving technology needs. - A proactive approach to learning and keeping up-to-date with the latest digital transformation trends. - Australian citizenship or valid work visa required for this position. - Availability for flexible hours to support our dynamic team and clients.