Retail Customer Support Specialist

Fetch TV Management Pty Ltd


Reporting to the Retail Customer Support Lead, this role will provide direction, support & guidance to Fetch TV "Retail" customers to resolve problems and queries mostly via online communication, in clear and professional written form. This includes receiving, prioritising, documenting and actively responding to and resolving customer technical help, billing queries and general requests. This role will be required to provide some weekend support from time to time.

Duties

Here’s what you will be doing:

  • Manage incoming/outgoing help requests from customers via email in a professional and courteous manner.
  • Work with a 3rd party CRM tool and its available functions to record & monitor customer contacts and relevant information.
  • Elicit problem details from customers via written communication to ensure resolution of issues quickly and efficiently.
  • Take ownership of problems/disputes by resolving/ completing them to the satisfaction of customers.
  • Develop a strong product knowledge and work with trouble shooting tools and materials to assist and solve customer issues.
  • Provide input to the preparation, documentation, maintenance and evolution of all customer facing support information & internal processes, policies, reporting etc. as required.
  • Act as a key company representative on other customer facing online channels, addressing customer queries in a timely and professional manner, by reaching out to internal subject matter experts or senior members of the team or organisation for information or support.
  • Assist with the activities required to support Sales Channels
  • Assist with product testing if/as required
  • Assist with fulfilment of Hardware requests

To be successful in this role you will have a strong customer service focus and a professional attitude, and will take pride in your problem-solving abilities. You will have excellent communication skills (both written and verbal) with some experience in preparing written public or customer facing communications. You be technically savvy and be able to work autonomously. You will also be proficient in Microsoft Office.

Ideally you will have gained experience working in a technical support role for an ISP or internet/web based product (ie Broadband, IP-TV, Web hosting etc.) or other relevant technical product.

Depending on your skills and/or experience we may consider candidates who are looking for part-time work./

Fetch TV Management Pty Ltd


Reporting to the Retail Customer Support Lead, this role will provide direction, support & guidance to Fetch TV "Retail" customers to resolve problems and queries mostly via online communication, in clear and professional written form. This includes receiving, prioritising, documenting and actively responding to and resolving customer technical help, billing queries and general requests. This role will be required to provide some weekend support from time to time.

Duties

Here’s what you will be doing:

  • Manage incoming/outgoing help requests from customers via email in a professional and courteous manner.
  • Work with a 3rd party CRM tool and its available functions to record & monitor customer contacts and relevant information.
  • Elicit problem details from customers via written communication to ensure resolution of issues quickly and efficiently.
  • Take ownership of problems/disputes by resolving/ completing them to the satisfaction of customers.
  • Develop a strong product knowledge and work with trouble shooting tools and materials to assist and solve customer issues.
  • Provide input to the preparation, documentation, maintenance and evolution of all customer facing support information & internal processes, policies, reporting etc. as required.
  • Act as a key company representative on other customer facing online channels, addressing customer queries in a timely and professional manner, by reaching out to internal subject matter experts or senior members of the team or organisation for information or support.
  • Assist with the activities required to support Sales Channels
  • Assist with product testing if/as required
  • Assist with fulfilment of Hardware requests

To be successful in this role you will have a strong customer service focus and a professional attitude, and will take pride in your problem-solving abilities. You will have excellent communication skills (both written and verbal) with some experience in preparing written public or customer facing communications. You be technically savvy and be able to work autonomously. You will also be proficient in Microsoft Office.

Ideally you will have gained experience working in a technical support role for an ISP or internet/web based product (ie Broadband, IP-TV, Web hosting etc.) or other relevant technical product.

Depending on your skills and/or experience we may consider candidates who are looking for part-time work./

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