The role of the Technical Support & 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 in Lovetech 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
- Problem Solving
- Communication
- Strong Sales Experience
- Attention To Detail
- Learns On The Fly
- Process-Driven
- Resourceful
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.
BENEFITS
- 28 days annual leave (pro rata) plus the opportunity to buy annual leave.
- 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.