IT Support Officer - Snooze, Canterbury, Australia

 IT Support Officer - Snooze, Canterbury, Australia


The role is accountable for providing excellent customer service to a range of stakeholders including retail franchise employees, company retail employees and support centre employees, answering all queries on application-related issues and working alongside other members of the Technology team to ensure that all service-related issues are resolved in an efficient and effective manner.

 

Customer Service

    Serve as the first point of contact for application-related issues and/or requests from franchise and company retail store staff and support centre employees.
    Demonstrate a customer focus in all behaviours which may include handling challenging and complex customer service enquiries
    Create value for callers by providing an awesome customer experience- Snooze’s mission
    Determine the best solution based on the issue and details provided by the customer
    Walk the customer through the problem-solving process
    Escalate unresolved issues to the next level of support personnel
    Follow up and update customers with status changes and new information
    Support the other members of the Technology team with incoming phone calls and emails

Technology Support

    Perform remote troubleshooting through diagnostic techniques and by asking pertinent questions
    Provide accurate information on IT products and services
    Record events and problems and their resolution in service notes and knowledge articles
     Pass any feedback or suggestions by customers to the appropriate internal team member
     Identify and suggest possible improvements on procedures
    Manage user accounts for all Snooze applications
    Assist in the creation of user guides for Snooze applications
    Escalate any issue outside the ordinary to the appropriate person with the Snooze Technology team
    General
    Provide assistance on other ad hoc duties as and when required

We offer

    A great team and inclusive culture
    Staff discounts at all our brands
    An amazing product to support


Apply here:
https://scope.worldmanager.com/careers/position.php?id=1210&back=index

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