Admin Support and Customer Service (IT Industry - WFH)

We have an opportunity for you to join our growing Australian based IT Support company and work from home!

We are seeking experienced customer service candidates who have 4+ years in a client facing role with skills in general office administration and customer service. Experience working for other Australian IT companies would be an ---------- this role, you will be responsible for handling client requests by allocating jobs to our IT engineering team. This dynamic role will also provide you with training to become the equivalent of a Level 1 IT Customer Support ---------- scription
The successful candidate will be working with the business owner to manage inbound service requests for an Australian based MSP. Primary responsibilities include answering phone calls / emails, creating service tickets from enquiries, allocating tasks to system engineers and invoicing / logging completed tickets. Other responsibilities include assisting the business owner with other general admin tasks.

The company has an established client base and has been operating since 2010. We supply IT support services to a large range of external corporate clients across many different industries including Legal, Finance, Engineering, Real Estate, and ---------- is expected that the successful candidate will be able to work independently, manage their own workload, and manage ticket lifecycle from creation to closing.

Skills Required
Required:
- 4+ years experience in an IT Customer service role with office administration background.
- Strong English speaking and writing skills.
- Experience in answering the phone and transferring to another tea ---------- mber.
- Ability to document a client request and raise a ticket for a system engineer.
- Ensure that client expectations are managed.
- Ability to prioritise tickets based on urgency.
- Experience with ticket systems, invoicing and job logging.
- Knowledge of using Spreadsheets.
- Possess skills in working with a bookkeeping system (Quickbooks, Xero or similar).

Conditions:
- Work from home. Must have your own MS Windows 10/11 PC with minimum i5 CPU, 8GB RAM and SSD. Must have high quality noise cancelling headphones. Must have a quiet room to work from with no outside noise.
- Work day would be 8:30am to 5:30pm, Monday to Friday (Sydney standard / DST time) with 1Hr lunch break and 2x 15min breaks. (Sydney has 6 months daylight saving time which offsets the time zone by 1Hr from October to March, so need to start and finish work 1Hr earlier during DST to align with Sydney time).
- Work in accordance with Australian (NSW) public holiday schedule instead of Philippines ---------- veral public holidays align, such as Good Friday, Christmas Day, New Years Day.
- In addition to public holidays, you will be allocated 15 paid leave credits per year.
- The company will be closed between 25th December and 1st ---------- n-public holiday dates to come out of employees leave credit allowance.
- Minimum 2 weeks notice to be submitted for taking planned leave.