Job description
Our client is a leading provider of automotive and consumer electronics solutions, offering high-quality products through retailers, resellers, and direct customers.
As they expand, they are looking for a Technical Support Representatives to join their team.
Job Responsibilities:
Technical & Customer Support
- Served as the first point of contact for Level 1 technical support queries from customers, service agents, and retailers.
- Respond to email support requests and service desk tickets through Freshdesk.
- Guide customers on product setup, troubleshooting, and correct usage.
- Maintain clear and accurate customer communications and service records.
- Escalate complex product or customer issues to the Team Leader or Service Manager.
- Process and arrange parts/products for warranty replacements.
Ticket Management & Reporting
- Review and prioritise support tickets, ensuring timely resolution.
- Convert email inquiries into service desk tickets, following company SOPs.
- Provide weekly and monthly performance reports on support trends and customer issues.
Product & Process Knowledge
Stay updated on new and existing product documentation to effectively resolve queries.
Review and understand company policies, processes, and support systems.
Participate in team meetings, training, and performance reviews.
Experience in remote customer service, technical support, or consumer electronics support.
Strong problem-solving skills and ability to quickly learn new products.
Experience using service desk ticketing systems (e.g., Freshdesk).
Excellent English communication skills (spoken and written).
Strong organisational and prioritisation skills for managing support tasks.
Proficiency in Microsoft Office applications.
Knowledge of automotive or consumer electronics is a plus.
Permanent work-from-home set-up
Dayshift (Australian business hours)
Full-time job
HMO
Annual leave
Christmas Bonus equivalent to 1 month’s wage (pro-rata)
