mx51

Customer Support Specialist

mx51

full-time

Posted on:

Location Type: Remote

Location: Australia

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About the role

  • Demonstrate a strong commitment to being “Customer Obsessed”, with a strong focus on quality of communication and feedback provided on calls.
  • Handle incoming and outgoing calls, create, manage, follow-up and resolve support requests via ticket-based CRM (Zendesk) with a high level of attention to detail whilst providing clients with regular progress updates.
  • Resolve customer product or service problems through troubleshooting technical issues, determining the root cause of the problem and selecting, explaining & applying the best solution to the problem.
  • Identify patterns & trends for merchant issues as well as attempting to replicate and complete testing to resolve said issue.
  • Manage the escalation process where required to better service merchants.
  • Contribute towards merchant servicing documentation, both creation and maintenance.
  • Manage internal & external system access to support oriented systems.

Requirements

  • At least 2 years experience as a help desk technician or a technical customer service support role.
  • Proven experience in troubleshooting banking, payments or Point of Sale (POS) systems issues.
  • Previous experience working with Zendesk or other ticketing systems.
Benefits
  • Work from overseas up to 4 weeks per year
  • Annual team offsite
  • Social events run by our social committee
  • Swap a public holiday and take an alternative day off
  • Paid leave for volunteering
  • Employee Share Option Plan (subject to invitation)
  • Paid parental leave for primary and secondary carers
  • Novated lease and salary sacrifice options
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingtechnical supportproblem solvingticket managementcustomer serviceissue resolutiondocumentationtesting
Soft Skills
customer obsessioncommunicationattention to detailfeedbackescalation management