Customer Support Technician, NOC
Vaisala
full-time
Posted on:
Location Type: Office
Location: Melbourne • Australia
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About the role
- Provide excellent 24/7/365 real-time monitoring and troubleshooting of our network and sensor performance.
- Log and update technical queries in an accurate and timely manner in line with procedures.
- Ensure timely resolution of customer queries within a defined time period while maintaining customer satisfaction.
Requirements
- Undertake remote monitoring and diagnostic checks of our global weather station network.
- Provide exceptional frontline and second line support to our global internal and external customers.
- Liaise and escalate queries with other service departments and external agencies.
- Log and update technical queries in an accurate and timely manner in line with procedures.
- Ensure timely resolution of customer queries within a defined time period while maintaining customer satisfaction.
- Actively contribute to and promote the use of best practice and continual service improvement within the team.
- Prioritise workload in a reactive environment.
- Work on a rotating shift pattern that provides 24/7/365 support, which will require some lone working.
- Ensure the level of service hits Key Performance Indicator targets and meets Service Level Agreements.
Benefits
- Exceptional communication – both written and verbal.
- Excellent active listening and telephone manner.
- Ability to multi-task in a fast-paced environment.
- Competence with Microsoft Office.
- Experience working in a team environment.
- Flexible and adaptable.
- Problem solving.
- Self-motivated.
- Attention to detail.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
customer satisfactionfrontline supportsecond line supportcommunicationproblem-solvingworkload prioritizationteam collaborationservice improvement