Customer Service Technical Specialist

TL;DR

Customer Service Technical Specialist: Addressing customer inquiries and offering solutions for basic technical issues across Asia Pacific with an accent on ensuring an exceptional customer service experience and initiating the support process. Focus on troubleshooting basic technical problems and maintaining up-to-date product knowledge.

Location: Hybrid working from Macquarie Park, Sydney (3 days per week working from home)

Company

hirify.global is a global company providing information services, software, and tools, headquartered in the Netherlands with operations in over 40 countries and approximately 21,600 employees worldwide.

What you will do

• Respond to customer inquiries via telephone or email.
• Troubleshoot basic technical issues related to products and services.
• Record and document customer interactions and technical issues.
• Provide clear and concise instructions to customers for problem resolution.
• Escalate complex issues to higher-level specialists or appropriate departments.
• Maintain up-to-date knowledge of product features and basic troubleshooting techniques.

Requirements

• 3+ years experience in a customer service role or tech support role
• Ability to communicate effectively with customers to understand their technical issues.
• Skills to identify and resolve basic technical problems.
• Proficiency in using customer support software and tools.
• Understanding when and how to escalate issues.
• Ability to accurately record and maintain details of customer interactions.

Nice to have

• Japanese language proficiency (spoken and written).

Culture & Benefits

• Hybrid work arrangement and "Work from Anywhere" flexibility.
• Parental leave benefits that exceed legislative requirements.
• Health Insurance & Wellness Programme.
• Learning and Development Program.
• Paid Leave and volunteer leave.

Hiring process

• Participate in interviews without the assistance of AI tools or external prompts.
• Remove virtual backgrounds during interviews.
• Applicants may be required to appear onsite at a hirify.global office.