ICT Customer Support Officer

Job description

ICT Customer Support Officer – Multiple Roles – NSW Government 

•    Immediate start, initial 2-month contract with likely extension 
•    $43.75 ph + super 
•    Full time, Monday to Friday (40 hours per week) 
•    Parramatta location/Hybrid (2 days per week required in the office) 

This large Government department is seeking two Customer Support Officers to aid users, handle inquiries, and engage with stakeholders. As the initial contact for planners, council users, developers, certifiers, and the public, you will investigate and resolve issues, escalating to the technical team as needed. Join a fast-paced, collaborative environment where excellent communication and problem-solving skills are valued for delivering top-notch customer support.
 
Key Responsibilities: 

•    Handle customer enquiries via phone and email.
•    Provide site navigation and troubleshooting advice for both user and system errors. 
•    Locate relevant information quickly and accurately from provided resources.
•    Triaging and escalating enquiries to our technical team. 
•    Execute data entry with attention to detail and accuracy. 
•    Maintain efficiency standards and meet set KPIs.
 
Candidates will need to demonstrate: 

•    Excellent communication, both written & verbal. 
•    Exceptional high quality customer service.
•    Extensive problem solving and analytical skills.
•    Willingness to help, assist and take ownership of problems where required.
•    Proactive attitude to team collaboration, support and documentation.
•    Ability to work independently with minimal supervision.
•    Able to work well under pressure.
 
Required skills/experience: 

•    Previous experience in CRMs such as PEGA, Salesforce, Jira, Fresh caller.
•    Previous customer service experience or have worked in a customer focussed environment 
•    Microsoft Office Word, Excel, PowerPoint, Outlook, Teams/Skype 
•    Confident using technology and quick to learn new systems 
•    Great communicator with a positive attitude.
•    Collaborative team player.
•    Process orientated with strong problem-solving skills.
 
Desirable skills: 

•    Previous experience providing system and business support.
•    Knowledge and or experience of the NSW Planning system and/or Portal.
•    Customer Service Officer in a Government or Council environment.
•    Experience as a systems and business process trainer 
•    Interest in the planning system  

Next steps:

If you hold the skills needed - this fast-paced and dynamic environment awaits! Please ‘APPLY NOW’ as applications are closing soon.
Note, only successful candidates will be contacted.