Application Support Representative
vor 2 Wochen
At WesTrac, we're made for more of what matters most.
More family time, with paid parental leave, flexible working arrangements and purchased leave programs to give you the work life balance you've always wanted.
More development opportunities, with WesTrac's own in house RTO - 50737, access to your own guided learning platform and a range of pathways to help you steer your career in the direction of your dreams.
More diversity, with over 4,000 team members with a tonne of differences, united by our passion for building a better tomorrow.
As an industry leader and employer of choice, we're Made for More.Digital Customer Support Representative | Newcastle or SydneyAbout the roleOur Digital Excellence & Growth team is seeking to expand through the addition of a Digital Customer Support Representative (internal title Application Support Representative).
This role will be on a Monday-Friday full-time basis, at our head office in Newcastle or at our Sydney branch.
This position offers the opportunity for hybrid work (home/office).As the Digital Customer Support Representative, you will be responsible for understanding and fulfilling customer needs, ensuring they have a positive experience with our digital applications, including our customer portal, ecommerce platforms and Caterpillar applications.
As the first point of contact for troubleshooting support, your efforts will be vital in helping customers effortlessly engage with WesTrac's suite of digital tools, providing them with a seamless and first-class experience.You will also help identify continuous improvement initiatives to streamline processes and drive efficiencies for increased customer satisfaction.Key Responsibilities:Create positive customer interactions through demonstrating professionalism and striving to enhance their experience.Troubleshoot and problem solve using multiple systems to ensure customer technical issues are resolved in a timely manner, while providing advice on effective solutions.Effectively triage enquiries to ensure escalations are maintained at the correct level and provide support to customers based on the information provided.Service level agreements are met by capturing and managing customer issues via the WesTrac Customer Help Centre and actioning them using the appropriate tools.Identify opportunities for continuous improvement to drive efficiencies, ensure optimal performance and improve customer satisfaction through testing and simulation.Skills & ExperienceTertiary Qualifications in Business, Communications or Marketing desirable.Experience with live chat platforms and/or ticketing systems desirable.Excellent communication skills with well-developed negotiation skills.Demonstrated experience in customer support.Advanced computer literacy & grammatical skills.Ability to listen to and understand needs whilst providing effective solutions.High attention to detail with excellent organisational skills & ability to manage multiple priorities.Benefits:12 Weeks Paid Parental Leave.Opportunities for career development.Income protection covering you 24/7.Made for More Rewards.Fitness Passport for the whole family.Ability to purchase additional annual leave.RDO opt in available.Refer a friend program – work alongside your mates and receive up to $3,000 for each successful referralDiscounted Cat Merchandise.Wellness Program.Onboarding and welcome day at our head office in Newcastle.Apply NowIf you believe you have some of the skills and experience to succeed in this role, please submit your resume for consideration via the link.
For further information regarding this role, please contact the Recruitment Team on and reference job number 3245.Successful applicants will be required to complete a satisfactory National Criminal History Check as part of the recruitment process.Please note, the Talent Acquisition Team has an annual closure taking place from December 20th to January 6th.
During this period, applications will not be reviewed, and recruitment activity will be paused.
Any applications received during the closure period will be reviewed upon the teams return in January.At WesTrac, our primary focus is our people.
As we look to the future, we're focused on harnessing the best talent and providing them with the support they need to achieve success.
WesTrac is a member of the Diversity Council of Australia and recognise the value of and strongly support the principles of equal employment opportunities in the workplace and are committed to continue to build our workplace culture.#J-18808-Ljbffr
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