Technical & Retail Virtual Support

Job Description

Our client is looking for an experienced customer service extraordinaire for a newly created role in their  expanding team. Were on the hunt for the best customer-centric staff out there, aren't afraid of being a little geeky, and someone who isn't simply looking for a regular 9-5 office job where every day is  different; wed love to hear from you!

As a leading eCommerce retailer, you will respond to general customer service and technical support  enquiries. You will assist customers virtually via phone, email, and video and take advantage of screen sharing and co-browsing to assist customers in their enquiries. While our onshore, in-house team will support you, it is essential you have an excellent understanding of computer hardware and component compatibility to assist you in responding to customer enquiries.

Role Responsibilities:

• Responding to customer enquiries via various channels including phone, email, chat and video.

• Perform troubleshooting and technical support to customers across a large scope of technical products.

• Provide recommendations to customers for suitable products after completing a thorough needs analysis.

• As this is a new role, assist in the development of systems, tools and resources and provide regular feedback to management.

Technical Skills Required

• Experience troubleshooting basic and advanced technical issues for customers.

• Experience in dealing with technical products, understanding and identifying compatibility issues.

Experience and Ability:

• Excellent English communication skills both written and verbal

• Tertiary qualifications in Information Technology are essential

• Must be tech-savvy and up-to-date with all current computer hardware and software

• Experience in working in a multichannel Customer Service environment

• A basic or intermediate understanding of Australian Consumer Law