Job description
Our Transport Ticketing solution client is looking for a Business Support Advisor tasked with providing frontline technical assistance to their customers, troubleshooting basic issues, and delivering outstanding customer service. This role requires responding to customer enquiries, resolving problems, and escalating complex issues to Business Support Specialist when necessary.
Your Role:
In this role you will be responsible for:
#SCR-harley-darmanin
DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.
Your Role:
In this role you will be responsible for:
- Customer Support: Serve as the primary point of contact for customer enquiries, technical issues and general support related to our clients’ ticketing systems. Responding to customer enquiries via various communication channels including email, phone, and chat.
- Technical Troubleshooting: Troubleshoot basic technical issues reported by customers, utilising established guidelines and knowledge base resources. Assisting customers with account setups, password resets and system navigation.
- Incident Management: Manage and prioritize support tickets according to defined service level agreements.
- Customer Relationship Management: Build and maintain positive relationships with customers, establishing trust and confidence in our clients’ products and services.
- Knowledge Management: Contribute to the development and maintenance of knowledge base, including FAQs, troubleshooting guides and best practice documents,
- Excellent customer service skills
- Strong computer skills
- Extremely efficient and well organised
- Excellent written and verbal communication skills
- Work independently and as part of a team
- Ability to build relationships with stakeholders
- Learn quickly and adapt to changing situations
#SCR-harley-darmanin
DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.