Virtual Technical Support Representative- Tier 1

• Full-time Position / Dayshift
• Permanent Remote / Freelance/ Independent Contractor
• Australian-based client

Three Peaks International is a Sydney based staffing solutions partner which provides local and virtual staffing solutions to Australian businesses through outsourcing, recruitment, and migration.

About the job

The responsibilities of Technical Support are:

• Respond to support tickets via email, providing timely, accurate, and empathetic assistance to customers.
• Handle inbound support calls, offering effective problem-solving solutions and excellent customer service.
• Maintain a high level of product knowledge to assist with customer inquiries effectively.
• Provide exceptional customer service and support, ensuring customer satisfaction and loyalty.
• Follow up on customer interactions when necessary to ensure resolution and satisfaction.
• Escalate complex issues to the relevant departments when necessary.
• Keep accurate records of customer interactions, transactions, comments, and complaints.
• Provide regular reports on customer service issues and product feedback.

WHO ARE WE LOOKING FOR?

• Minimum of 3 years work experience as a Technical Support Representative
• Excellent communication skills, both verbal and written.
• Ability to troubleshoot and resolve customer issues effectively and efficiently.
• Strong organisational skills with the ability to multitask and manage time effectively.
• High level of accuracy and attention to detail.
• Comfortable working independently in a remote setting
• Access to a conducive workspace and necessary equipment for remote work.

What's On Offer?

• Permanent Work from home set up
• Performance Appraisal and Increase and Bonus (Merit based)
• Paid Time off
• Independent contractor Set up-- Tax Free payment (Disclaimer: you will be paying your own statutory benefits and taxes)

Technical Requirements

- Should have personal and working laptop/ Desktop, and one (1) back up
- Has Noise-cancelling headset (for interview and meetings)
- Back up internet connection (at least 30-50 mbps)