Our client is a leading provider of automotive and consumer electronics solutions, offering high-quality products through retailers, resellers, and direct customers.

As they expand, they are looking for a Level 1 Technical Support to join their team.

Job Responsibilities:

Technical & Customer Support

• Served as the first point of contact for Level 1 technical support queries from customers, service agents, and retailers.
• Respond to email support requests and service desk tickets through Freshdesk.
• Guide customers on product setup, troubleshooting, and correct usage.
• Maintain clear and accurate customer communications and service records.
• Escalate complex product or customer issues to the Team Leader or Service Manager.
• Process and arrange parts/products for warranty replacements.

Ticket Management & Reporting

• Review and prioritise support tickets, ensuring timely resolution.
• Convert email inquiries into service desk tickets, following company SOPs.
• Provide weekly and monthly performance reports on support trends and customer issues.

Product & Process Knowledge

• Stay updated on new and existing product documentation to effectively resolve queries.
• Review and understand company policies, processes, and support systems.
• Participate in team meetings, training, and performance reviews.

Requirements

• Experience in remote customer service, technical support, or consumer electronics support.
• Strong problem-solving skills and ability to quickly learn new products.
• Experience using service desk ticketing systems (e.g., Freshdesk).
• Excellent English communication skills (spoken and written).
• Strong organisational and prioritisation skills for managing support tasks.
• Proficiency in Microsoft Office applications.
• Knowledge of automotive or consumer electronics is a plus.

Benefits

• ​Permanent work-from-home set-up
• Dayshift (Australian business hours)
• Full-time job
• HMO
• Annual leave
• Christmas Bonus equivalent to 1 month’s wage (pro-rata)