Business Support Advisor

Business Support Advisor

The 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, and escalate complex matters 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 escalate complex cases to Level 2 Support as necessary.
• Customer Relationship Management: Build and maintain positive relationships with customers by providing clear communication and regular updates on issue status.
• Knowledge Management: Contribute to the development and maintenance of knowledge base resources, including FAQs and troubleshooting guides, to support efficient problem resolution.

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.

Why Join Us?

At CVTS, you'll be part of a forward-thinking team delivering critical infrastructure that impacts millions of Victorians. This role offers the opportunity to work on a high-profile, transformative project with long-term benefits for the community.

If you are ready to contribute to a project of state-wide significance and bring your expertise to a collaborative and innovative team, we encourage you to apply today.