Help Desk & IT Support (Information & Communication Technology) Full time Salary: Negotiable based on experience & performance
About Us:
At Pivotel, we're passionate about making communication accessible through satellite solutions that connect people to vital assets, information, and each other. As connectivity specialists, we offer a wide range of services, including voice and messaging, internet, asset monitoring, portable connectivity, wireless networks, maritime and vehicular solutions, IoT hardware, and more. With operations across Australia, New Zealand, and beyond, we keep people connected and confident, wherever they are.
About the Role:
We are seeking a technically focused and motivated individual to join our team as a Dealer Product Specialist. In this role, you will provide Tier 2 technical support to resolve product-related issues efficiently, while supporting the Sales team with after-sales assistance, including training, troubleshooting, and product testing.
You will also be the key escalation point for the Customer Care team, handling customer support escalations and resolving complaints across our full range of satellite products. This role requires strong problem-solving skills, technical expertise, and a passion for delivering exceptional customer support.
What We're Looking For:
We're seeking a technically focused and customer-oriented individual with a passion for problem-solving and delivering excellent service. The ideal candidate will have experience in providing technical support, with strong communication skills to build and maintain relationships with both internal teams and external partners. You should be able to troubleshoot complex issues, offer solutions quickly, and take ownership of escalations to ensure customer satisfaction. A background in engineering, IT, or related fields is desirable, along with proficiency in Microsoft Office and a demonstrated ability to meet deadlines.
Key Duties: Provide Tier 2 technical support for product-related issues, ensuring prompt resolution. Assist the Sales team with after-sales support, including training, troubleshooting, and testing. Act as the escalation point for the Customer Care team, managing customer complaints and escalations. Serve as the interface between customers, partners, and the Product team, raising awareness of potential issues before they escalate. Maintain and develop strong relationships with key partners, providing training and support on product features, updates, and customer systems. Oversee partnership agreements, ensuring compliance with company standards. Manage the T2 support mailbox, handle incoming support calls and emails, and create knowledge base content. Perform advanced provisioning and provide technical expertise on business systems (PMA, Betty). Prepare monthly reports and contribute to continuous improvement initiatives. Flexible work options with the ability to work from home two days a week, once training is complete. Extra annual leave starting from day one! Begin with three bonus days in your first year, increasing to four days in your second year, and five days from your third year onward, giving you up to five weeks of annual leave. Competitive salary package with regular annual reviews to ensure your compensation grows along with your contributions. Click 'apply' and send us your resume today!
*All successful candidates will be required to complete an Australian Police Check prior to commencement.*
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