Customer Support Specialist - Mobile Service Desk - Room for Advancement

About Us:

Techwell is an innovative Gold Coast-based technology provider delivering quality consultation, implementation, and ongoing support services to corporate and government clients across Australia. Our partnerships and accreditations with Telstra, Apple, and Microsoft empower our team to provide quality service and support across multiple ICT domains, including mobiles, unified communication, and IT.

We are seeking a dedicated and customer-centric individual to join our Mobile Service Desk team as a Customer Support Specialist. As the initial point of contact for our valued customers, you will play a pivotal role in ensuring a seamless and positive support experience.

Key Responsibilities:

1. Order Management: You will oversee customer requests for smartphones, tablets, and laptops, managing the entire process from configuration and accessory integration to coordinating deliveries to end-users. This role also involves troubleshooting basic hardware and software issues.

2. Customer Relationship Development: Building strong partnerships with prominent government and corporate Telstra customers is a top priority. Your role involves providing exceptional customer support by addressing inquiries and requests via phone, email, and face-to-face interactions.

3. Timely Order Fulfillment: Our commitment to excellence is demonstrated by our ability to efficiently process and deliver orders within strict timelines.

4. Proficiency in Multiple Systems: Our team operates seamlessly across various computer systems, including those from Microsoft, Telstra, and our in-house Techwell custom-built software.

5. Team Support: You will closely collaborate with other Techwell Service Desk members, working collectively to enhance processes and efficiency for the benefit of our customers. You will also work closely with Techwell Account Managers and Solution Specialists, all sharing the common objective of providing outstanding customer support and solutions.

6. Escalations: You will also be responsible for escalating urgent issues and ensuring that you keep the client informed throughout the resolution process.

Perks:

• A vibrant and supportive workplace
• Certified Great Place To Work
• Weekly awards to celebrate achievements
• Monthly Company Values Awards
• Quarterly Performance Awards
• A stylish office space with a fully qualified barista
• Team lunches and dinners
• Get you weekends back! Working hours are between Monday to Friday with no weekend work
• A bespoke rewards program

Requirements:

• Personable and Approachable: A friendly and welcoming demeanour is crucial.
• Reliability: Dependability is a fundamental trait we value.
• Enthusiastic and Positive: A positive attitude is essential.
• Strong Team Collaboration and Communication Skills: The ability to work effectively with your colleagues and clients is essential.
• Proficiency in Computer Operations: A sound understanding of computer systems is a must.
• Multitasking: You should be adept at handling multiple tasks concurrently.
• Exceptional Attention to Detail: Precision in your work is a hallmark of your approach.
• Demonstrated Adaptability: You are open to change and thrive in dynamic environments.
• Enthusiasm for Learning: A passion for acquiring new skills and staying up to date with evolving technologies is key for a rewarding career journey with us.

Join us at Techwell, where innovation, customer focus, and a supportive work culture are at the core of our mission. If you're ready for an exciting career, we look forward to welcoming you to our team!