StorageCraft
  • Professional Services
  • Sydney, AUS
  • Full Time

StorageCraft is looking for an experienced Customer Service Representative to work directly with our Customer, Sales, Technical Support, Operations and Business Systems teams to support the business needs of our growing customer base.

Roles and Responsibilities

Successful candidates will receive training to perform the following duties:

  • Respond to inbound calls, emails, web cases and other service requests of a non-technical nature.
  • Meet procedural customer service standards established by the company.
  • Answer customer questions and resolve customer support problems related to software licenses and order fulfillment.
  • Use a case management system to thoroughly describe and document work and update the current status of all ongoing issues.
  • Respond to customer needs and follow up to verify customer satisfaction.
  • Follow processes and procedures to attain a high degree of customer satisfaction and handle inbound call overflow.
  • May perform other job duties as directed by supervisor
  • Manage and track requests for in-office activities from the NOC and Cloud Operations.
  • Prepare, receive and process shipments
  • Follow remote instructions to address necessary interactions between local hardware and the Datacenter.
  • On call availability: Weekend availability for emergency tasks w/ company overtime rate

 

 

Qualifications and Education Requirements

  • Passion for outstanding customer service
  • Ability to work in a fast paced environment with competing priorities
  • "Can do" attitude with desire to quickly and accurately resolve customer issues
  • Two-years of experience in Customer Support role in a technology-rich environment
  • Two+ years of recent Phone Support Experience
  • Fluent English
  • Knowledge of basic networking fundamentals and troubleshooting
  • Familiarity with Windows Operating Systems preferred
  • Working knowledge of Microsoft Office products
  • Strong deductive logic, decision making & analytical skills
  • Excellent time management, decision making, and prioritization skills
  • Professional written & oral communication skills
  • High level of personal initiative and professionalism
  • Familiar with Customer Management Systems such as Salesforce, Microsoft CRM
  • Experience with handling dissatisfied customers
  • Comfortable working dependently and with a team

 

StorageCraft
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