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| POSITION DESCRIPTION | AUSTRALIAN GENERAL INDUSTRY NOVEMBER 2008 |
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Telephone Support Specialist - Level 2 |
| Position Code: | 1780 | | Career Level: | 2 |
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Responsible for
Providing basic Technical Support (typically from a remote Technical Support Centre) to existing clients in relation to maintenance, installation, use and repair of organisational products and for promoting customer satisfaction by managing the relationship with numerous remote accounts. |
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Reports To
Technical Support Centre Manager, Technical Support Team Leader. |
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Supervises
No supervisory responsibilities. |
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Main Activities
Providing basic technical support from a remote location either by telephone or email.
Developing and maintaining knowledge and skill in order to be able to create solutions to technical/application client problems and queries.
Resolving client problems and queries in an effective and timely manner - updating clients on progress during problem resolution.
Identifying more complex technical issues for escalation to Specialised Support Technical Analyst employees and effectively using the pre-established escalation process.
Escalating process or project improvements to relevant parties within the organisation in order to enhance the current use of products or reduce incoming call volume and keeping Management aware of potential areas for product, services and education sales.
Logging and accessing technical solutions within a database and thoroughly documenting the status of all client liaisons and communications.
Attending relevant product and skills courses.
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Key Skills
Strong customer service orientation.
Excellent communication skills.
Problem analysis and problem solving skills.
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Internal Contacts
Customer Support, Sales & Marketing Staff, Systems & Software Development Staff, Contracts and IT staff. |
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External Contacts
Customers - mainly at an operational level. |
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Typical Experience
At least 2 - 3 years operating software, hardware and/or network experience, or at least 1.5 - 3 years of Technical Support experience, typically this experience is coupled with a relevant tertiary qualification. |
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