Ict Customer Support Officer

My Australia Direct Pty Ltd is currently accepting applications for the position of ICT Customer Support Officer with Rapid Global Pty Ltd in Adelaide, SA.
Rapid Global Pty Ltd is an award-winning workplace health and safety software provider. Our fully integrated and modular solutions empower you to streamline your workforce risk, safety and compliance management processes. We are expanding our team and looking to hire a full-time ICT Customer Support Officer to ensure our clients and system users experience a seamless onboarding process and exceptional ongoing technical support. A base salary of $70,000 - $80,000 is on offer commensurate with skills and experience.
In This Role Your Responsibilities Will Include: Coordinate the implementation of Rapid Global software for clients, liaising with key stakeholders to ensure the project meets the sales order and deadlines and providing the client with excellent and dedicated support service.Provide high-level software and technical support to clients via phone and email.Adhere to the call and email quality process to provide excellent customer service.Manage conflict resolution matters.Manage escalated support matters.Conduct quality assurance using JIRA software application.Provide technical support to Rapid Global resellers.Conduct Client Administrator Training (online and face-to-face).Offer accurate information about appropriate products and services to customers to meet their needs and expectations.Anticipate customer preferences, needs, and expectations throughout the service experience, providing products and services in a timely manner according to individual needs and preferences, and according to organisation standards.Investigate, identify, assess, and include the needs of customers in planning processes.Ensure plans achieve the quality and time specifications agreed with customers.Skills And Experience Required: Diploma level qualification or equivalent work experience in ICT Customer Support.Ability to plan work to ensure the achievement of desired results.Displays an ongoing commitment to learning and self-improvement.Can effectively communicate and influence others to meet organizational goals; communicates effectively and professionally to clients.
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