Technical Support and Customer Agent

ABOUT THE JOB

The role of the Technical Support and Customer Agent is to offer support to customers to get the most from their technology, regardless of their place of purchase. This support is offered in several ways – predominantly facilitating warranty with external service providers or offering in-store software and hardware solutions in the form of repair, set-up and trade-in services. Your day as a Technical Support and Customer Agent is focused on timed and scheduled tasks, as such organisation and time-management are important.

YOUR JOB – your tasks will include

• Managing the intake of devices from customers, which includes documenting customer interactions, recording device details and completing basic triage
• Managing open cases, from creation to completion, and providing timely updates to customers each step of the way
• Meeting KPI expectations in relation to case management which includes measures such as customer satisfaction rate and turnaround time
• Communicating professionally with service provider, distributor and brand partners to ensure that customer expectations are met and exceeded
• Monitoring case timelines and where needed, escalating to the appropriate points of contact to ensure that turnaround time expectations are met
• Processing trade-in services which include assessing and grading customer devices in accordance with inspection guides
• Providing data solutions (data-wiping, data back-up, restore and transfer services) to customers in a compliant and documented manner
• Managing the dispatching and receiving of devices throughout the extended Harvey Norman store and service provider network
• Completing basic troubleshooting of devices for the purposes of providing the most appropriate solution to customers
• Following all resources such as work instructions and visual mechanical inspection (VMI) guides to avoid unnecessary delays
• Where appropriate, positioning and selling set-up, repair and trade-in solutions to customers to drive sales of Lovetech services
• Completing software, hardware (basic) and data services on customer devices in a compliant and ESD-safe manner
• Facilitating claims for warranty and Product Care coverage with the Harvey Norman service provider network and providing timely updates to customers each step of the way
• Perform other tasks as outlined by your manager

YOUR PROFILE – your knowledge, skills and experience include:

• Technology Knowledge – has strong knowledge of consumer technology products and systems
• Problem Solving– keen interest in finding and offering solutions, knowing how to use available resources to address new challenges
• Communication– a strong communicator with exceptional proficiency in written, verbal, and attentive listening skills. Previous experience engaging with customers, whether through phone, chat, or face-to-face interactions, is highly desirable.
• Strong Sales Experience – experience interacting with customers in a sales or customer service capacity, preferably within the technology industry
• Attention To Detail – high attention to detail and organisational skills to effectively manage multiple tasks and priorities without continuous supervision
• Learns On The Fly – dynamic and capable of adapting to new situations and discovering innovative solutions
• Process-Driven – thrives on structure, organization, and efficiency in their work and excels in environments where clear guidelines and workflows are in place.
• Resourceful – has a proactive mindset and thrives in a dynamic environment, continuously seeking opportunities for growth and improvement

WHY PEOPLE JOIN US:

• We’re dynamic and growing!
• Fun, high energy work environment.
• Culture of developing and promoting from within the company.
• Our entrepreneurial spirit.

WHAT YOU WILL RECEIVE:

• 28 days annual leave (pro rata).
• Ongoing training and development opportunities.
• Generous staff discounts.
• Birthday Day off (1 year service applies).
• Long service award.

Additional Information

We need our employees to be flexible about when they work, covering store opening hours, including evenings, weekends and public holidays.