The Company Known for distributing innovative and cutting-edge consumer products, this growing company is an established and highly regarded industry leader based in the Northern suburbs of Melbourne. Due to company growth this organisation is seeking a Technical Support representative on a full-time permanent basis. The Position The primary objective of the Technical Support Representative is to answer customer, service agents, and retailers regarding product sales, technical support, and operational queries. Aiding end users through the service portal and guiding them through the product setup process, app updates and anything else troubleshooting related. This team also facilitates the provision of parts for warranty and replacements and supports retailers and business partners with warranty management and processing. Reporting to the Technical Support Team Leader, your duties will include: Manage inbound and outbound calls, emails, and service desk tickets to resolve product, technical or customer support issues Actively troubleshoot product/technical issues Answer product related questions and provide guidance on "how to use" Maintain accurate customer records to ensure positive customer experience Escalate issues deemed necessary to Support Team Leader / Service Manager Attend weekly service meetings and share ideas and feedback Coordinate the return of faulty goods for assessment by our internal technical team The Candidate The successful applicant will have proven experience in Customer Service/ Support and will display the following skills: Sales, customer service or technical support experience ideally for consumer and mobile electronics products High level of technical knowledge, or the ability quickly understand and support consumer and mobile electronics products Excellent communication skills and accurate documentation Experience using customer service ticketing system A positive, patient and outgoing personality, happy to assist people in need If you possess the listed skills, please hit the 'Apply Now' button to submit your application, or alternatively contact Lauren Toledo on 03 9088 2279 for a confidential discussion.