Job Overview:

Embark on an exciting journey as a Service Desk Analyst in a dynamic retail environment. You’ll be the vital link between store teams and subject matter experts, handling a diverse range of inquiries and providing crucial support. This role offers a perfect blend of customer service and technical problem-solving, ideal for those who enjoy variety in their work. You’ll use state-of-the-art customer service software to manage inquiries, perform IT troubleshooting, and ensure smooth store operations. If you’re tech-savvy, logical, and passionate about delivering top-notch support, this role offers an excellent opportunity to grow your skills and make a tangible impact.

Client Overview:
Join a thriving retail organization with a nationwide presence! This innovative company is expanding its internal support system to enhance operations across its store network. By joining their team, you’ll be at the forefront of customer service excellence, utilizing cutting-edge technology to solve problems and drive efficiency.

Schedule:

• Monday - Friday 7:00 AM - 4:00 PM (Sydney) [with 1 hr unpaid break]

Responsibilities:

• Handle incoming calls and emails from store teams
• Handle incoming emails from external customers
• Capture and log information about inquiries and issues
• Triage and escalate complex issues to subject matter experts
• Provide basic Maintenance and IT troubleshooting following established guidelines
• Learn to identify the various types of equipment in stores and understand how to resolve basic errors or escalate to the correct internal team or Third Party Provider
• Use Freshdesk customer service software
• Maintain a customer-focused approach in all interactions.

Requirements:

• Strong customer service skills with a focus on problem-solving and issue resolution
• IT troubleshooting abilities and a willingness to learn new technical skills
• Logical thinking and an analytical approach to addressing diverse inquiries
• Adaptability and quick learning ability, especially with various customer service software platforms
• Excellent written and verbal communication skills in English
• Ability to work effectively in a fast-paced, evolving retail support environment
• Team player mentality with a commitment to collaboration

Independent Contractor Perks:

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Note:

• Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.