Customer Experience Analyst
Logicalis Australia, Australia
Job Description
Job Description:
Logicalis Australia is currently seeking a highly motivated and professional Customer Experience Analyst to join our team. As a Customer Experience Analyst, you will play a crucial role in managing customer interactions and ensuring a positive customer experience. You will be the first point of contact for customer inquiries, providing accurate information and resolving customer issues in a timely manner.
Responsibilities:
- Serving as the first point of contact for customers seeking technical assistance over the phone or email
- Ensure user queries or issues are captured in ticketing tool, validated, and triaged for further processing.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and update Knowledge based articles with the possible improvements on procedures
Requirements
- Previous experience in a IT service desk or IT customer support role
- Excellent communication and interpersonal skills
- Strong problem-solving and troubleshooting abilities
- Technical knowledge and understanding of IT systems and processes
- Ability to work independently and collaborate with cross-functional teams
- Attention to detail and strong organizational skills
- ITIL foundation certification is a plus
- BSc/BA in IT, Computer Science or relevant field
Benefits
What’s in it for you?
As a valued and respected member of ‘Logicalis Australia’ you will enjoy several benefits, such as;
- Supportive team environment: Confidential pulse checks tell us we are known for being "Unselfish with knowledge", "Flexible and Diverse" and "Give a shout-out and there will always be help"
- Pick your own adventure: Our people have moved from Helpdesk to Cloud-Engineering; Admin to Project/Program Management; Project Management to Product Development. If something interests you, we’ll fund you to learn it, so you can become it!
- Breadth of experience and purpose: People here can have an idea, make a plan, and see it through. Our people enjoy genuinely impacting change and controlling their professional success.
- Flexible, modern, working arrangements: Find your own method for collaboration and productivity to achieve a happy balance. #Ll-Onsite
About Logicalis Australia
Logicalis Australia is a division of the Logicalis Group, an international IT Solutions Integrator who employs 7000+ staff, across 65 locations worldwide. With operations in Melbourne, Sydney, Brisbane and Cyberjaya, Malaysia. Logicalis Australia enables organisations to transform their internal capabilities and gain greater business value from their IT investment, and is widely regarded as a best-in-class leader of its field.