Customer Service & Technical Support Officer
We are seeking a skilled Customer Service & Technical Support Specialist to join our multinational heating company.
Responsibilities:
1. Manage customer service, order processing, and communication with clients.
2. Ensure timely resolution of disputes, order issues, and post-installation follow-ups.
3. Provide technical support for installation, warranty claims, and troubleshooting, escalating when needed.
4. Use CRM and case management tools to track service cases and optimize processes.
5. Analyze customer feedback, identify trends, and recommend service improvements.
6. Develop and deliver training materials for installation, maintenance, and product use.
7. Support sales with pre-sale inquiries, order tracking, and technical clarifications.
8. Handle customer complaints professionally, ensuring timely and effective resolutions.
9. Liaise with global teams (finance, supply chain, and technical support) to ensure seamless operations.
10. Ensure compliance with company policies, safety regulations, and quality standards.
Minimum Requirements:
1. Bachelor's degree in a related field (Engineering, Business, or Technical Support).
2. 1+ year in technical support and 2+ years in customer service.
3. Fluency in English.
4. Strong ERP knowledge, particularly Microsoft NAV.
5. Technical troubleshooting, CRM management, and case handling.
6. Problem-solving, multitasking, organization, time management, teamwork, and customer focus.
7. Working hour flexibility due to Australian and US office time zones.
Benefits:
1. Direct contract with the client.
2. Salary based on experience.
3. Health Insurance.
4. Opportunity to join a well-established multinational company.
5. Chance to be part of a diverse and dynamic business environment.