Customer Technical Support Specialist

About the Role

Join our expanding team as a Customer Technical Support Specialist, providing direct assistance to customers across Australia and New Zealand. This role requires hands-on, customer-centric problem-solving skills involving listening to issues, diagnosing problems, and identifying practical solutions.

You will handle inquiries via phone and email, troubleshoot hardware, software, and equipment-related issues, and guide customers through understanding their problems and solutions. Responsibilities include managing and prioritizing cases to resolution, coordinating onsite technical assistance when necessary, and communicating technical information clearly to customers with varying levels of expertise.

Key Responsibilities

• Respond promptly to customer queries through phone and email channels.
• Accurately listen to and diagnose customer issues.
• Troubleshoot a variety of hardware, software, and technical equipment problems.
• Research and propose effective solutions to technical difficulties.
• Manage customer cases efficiently until issues are fully resolved.
• Follow up to confirm resolution satisfaction.
• Coordinate external technicians for onsite support when needed.
• Convey technical information in accessible language for all customers.
• Identify patterns by recognizing recurring issues and assisting with root cause analysis.
• Escalate complex problems appropriately.
• Collaborate closely with internal teams to ensure prompt and effective resolutions.

Candidate Profile

The ideal candidate brings experience from customer service or technical support backgrounds equipped with strong diagnostic and troubleshooting capabilities. You should be logical, analytical, and capable of independently managing customer issues while thriving within a small team environment.

Preferred Qualifications and Skills

• Proven ability to troubleshoot hardware, software, or specialist technical products.
• Excellent communication and customer service skills.
• Logical and analytical problem-solving mindset.
• Ability to simplify and explain complex technical information.
• Strong organizational and time management skills.
• Self-motivated and confident in taking ownership of customer concerns.
• Willingness and aptitude to learn new products and systems rapidly.
• Current Victorian driver’s license is mandatory.
• Experience with specialist equipment, electronics, or RFID technology is beneficial but not required.

What We Offer

This position provides the chance to become integral to a growing team, with meaningful ownership over customer issues and a pivotal role in delivering excellent customer experiences. If you enjoy analytical problem solving and interacting with diverse customers, we welcome your application.