- Junior IT Support
- L1 Support
- Tauranga
The Role
- Support: Respond to customer inquiries via calls and emails, generating and managing support tickets.
- Triage and Prioritization: Assess Level 1 support requests and determine priorities for ticket resolution.
- Monitoring and Reporting: Keep track of Technical Support queues, update ticket details, and report on unresolved issues.
- Documentation: Ensure job and process documentation is current and accurately reflects operations.
- Customer Feedback: Aim to achieve a customer satisfaction score of 4.5 or above post-ticket closure.
- Alert Management: Monitor RMM/Cloud dashboards for alerts and escalate issues as necessary.
Key Skills Required
- Customer Service. Strong focus on service quality and customer satisfaction. 1-2 years experience in customer a service environment with technical products and services knowledge would be great.
- Aptitude for solving technical problems efficiently.
- Familiarity with RMM Tools: Understanding of remote monitoring and management tools.
- Ability to Work Under Pressure: Competence in managing time and meeting deadlines.
- Team Support: Willingness to assist team members as needed.
- Communication: Exceptional verbal and written skills for clear interactions with customers and colleagues.
- Flexibility and Attention to Detail: Adaptability in approach while maintaining accuracy in tasks.
Level 5 or above qualification in IT services is preferred.
How to Apply.
If you have specific questions or need further information about this role or similar positions, feel free to email Bronwyn.vrey@beyond.co.nz. You do not need to have everything above to apply, just a keen focus on customer experience and a qualification in IT would be great.
Job Ref: 130274
