Business Support Advisor (Melbourne)

About Conduent Victoria Ticketing System (CVTS) Through our dedicated colleagues, CVTS delivers world class ticketing services and solutions – creating exceptional outcomes for our client and the community who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day. The role We are seeking a full-time Business Support Advisor to join our Service Support Desk team. This role is responsible for providing frontline technical assistance to customers, resolving basic issues, and ensuring exceptional customer experience. The successful candidate will act as the primary point of contact for inquiries, troubleshoot technical problems, elevate complex matters and provide assistance to Level 2 Support when required. Key Responsibilities
- Customer Support: Serve as the first point of contact for customer inquiries via email, phone, and chat. Deliver accurate, timely, and professional assistance while maintaining a high standard of customer service.
- Technical Troubleshooting: Diagnose and resolve basic technical issues, including system navigation, account setup, and password resets, using established guidelines and resources.
- Incident Management: Accurately document all customer interactions and resolutions in the ticketing system. Prioritize and manage support tickets in line with service level agreements (SLAs) and elevate complex cases as necessary.
- Customer Relationship Management: Build and maintain positive relationships with customers by providing transparent communication and regular updates on issue status.
- Knowledge Management: Contribute to the development and maintenance of knowledge base resources, including but not limited toFAQs and troubleshooting guides, to support efficient problem resolution.
- Project Support: The possibility of providing ad-hoc support beyond the standard business-as-usual responsibilities, addressing needs both within and beyond the immediate Service Support Desk team Skills
- Strong communication and interpersonal skills.
- Ability to manage multiple tasks while maintaining attention to detail.
- Basic technical knowledge and a willingness to learn.
- A customer-focused approach with professionalism and empathy. #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3ruwv2