Technical Support Representative

Summary

Join our client, a leading provider of automotive and consumer electronics solutions, as a Technical Support Representative. You will be the first point of contact for technical support, resolving customer queries via email and Freshdesk. Responsibilities include troubleshooting, guiding customers on product usage, managing tickets, and escalating complex issues. You will need experience in technical support, strong problem-solving skills, and excellent communication. This is a full-time, permanent work-from-home position with benefits including HMO, annual leave, and a Christmas bonus.

Requirements

• Have experience in remote customer service, technical support, or consumer electronics support
• Possess strong problem-solving skills and ability to quickly learn new products
• Have experience using service desk ticketing systems (e.g., Freshdesk)
• Possess excellent English communication skills (spoken and written)
• Possess strong organisational and prioritisation skills for managing support tasks
• Be proficient in Microsoft Office applications

Responsibilities

• Serve as the first point of contact for Level 1 technical support queries from customers, service agents, and retailers
• Respond to email support requests and service desk tickets through Freshdesk
• Guide customers on product setup, troubleshooting, and correct usage
• Maintain clear and accurate customer communications and service records
• Escalate complex product or customer issues to the Team Leader or Service Manager
• Process and arrange parts/products for warranty replacements
• Review and prioritise support tickets, ensuring timely resolution
• Convert email inquiries into service desk tickets, following company SOPs
• Provide weekly and monthly performance reports on support trends and customer issues
• Stay updated on new and existing product documentation to effectively resolve queries
• Review and understand company policies, processes, and support systems
• Participate in team meetings, training, and performance reviews

Preferred Qualifications

Have knowledge of automotive or consumer electronics

Benefits

• Permanent work-from-home set-up
• Dayshift (Australian business hours)
• Full-time job
• HMO
• Annual leave
• Christmas Bonus equivalent to 1 month's wage (pro-rata)