Vision Talent is seeking an experienced Customer Support Specialist for a leading provider of innovative optical solutions. This well-established company is dedicated to supporting independent optical businesses with a comprehensive range of high-quality lenses, frames, and optical instruments. Known for its cutting-edge technology and commitment to excellence, the company is focused on delivering exceptional customer service and technical support to clients across Australia.

The Role

As a Customer Support Specialist, you'll be the first point of contact for customer queries, offering technical support and resolving issues. You'll provide accurate product information, assist with troubleshooting, and ensure a smooth customer experience. Your role is key in maintaining strong client relationships and upholding the company's reputation for excellent service.

Key Responsibilities:

• Respond promptly to customer inquiries via phone, email, and chat, ensuring issues are resolved efficiently and professionally.
• Assist customers in using products and services, providing tailored advice and solutions to meet their specific needs.
• Troubleshoot technical issues, offering clear guidance and escalating complex cases when necessary.
• Document customer interactions and resolutions accurately in the support system to maintain comprehensive records.
• Collaborate with internal teams to improve processes and enhance the overall customer experience.

Requirements:

• Associate’s or Bachelor’s degree in a relevant field (e.g., Business, Communications, Information Technology, or related areas).
• 5 years of experience in a customer support role, ideally within the healthcare or software industry.
• Proficiency with customer service and CRM software (Freshdesk preferred, but knowledge of Zendesk, Jira, Zoho Desk, HubSpot, etc., is also valued).
• Intermediate to advanced IT skills, including experience with Windows 10, MacOS, Android, iOS, and various web browsers (Chrome, MS Edge, Firefox, Safari), as well as basic network troubleshooting (IP addresses, file sharing, firewalls), antivirus, and Microsoft Office Suite (Word, Excel, Outlook).
• Confidence in communicating with customers through chat and video, ensuring clear and effective interactions.
• Excellent attention to detail, ability to meet timelines, and an organised approach to managing tasks and customer interactions.
• Strong interpersonal and communication skills, with the ability to engage customers and de-escalate difficult situations.
• A self-starter with strong problem-solving abilities, initiative, and resourcefulness.
• Proven ability to manage multiple tasks simultaneously and maintain a calm, patient demeanour when handling challenging cases.

What We Offer:

• We offer a salary package that reflects your experience and skills, with opportunities for growth.
• Enjoy flexible working hours with no weekend or late-night shifts, promoting a healthy work-life balance.
• Work alongside a collaborative and supportive team, with in-house training and continuous development opportunities.
• Be part of a company committed to professional development, providing pathways for career advancement.
• For the right candidate, we offer the opportunity to start immediately and become a valued member of our team.

If you’re looking for your next challenge as a Customer Support Specialist and are eager to take your career to the next level, we’d love to hear from you!

Ready to bring your customer-focused approach and technical expertise to a role where you’ll make a real impact? Apply now and become an essential part of our team, helping customers receive the best support and service experience possible.

Apply Today!