Technical Support Specialist
August 25
Description
• Handle and investigate incoming technical enquiries and escalations from external and internal users • Escalate technical enquiries and report identified bugs through appropriate channels • Support users with onboarding for a smooth experience • Collaborate with internal stakeholders on various business projects • Review and update Help Documentation with the Technical Writer • Assist with additional tasks and responsibilities as needed • Consistently meet and maintain Key Performance Indicators (KPIs) • Monitor and act on feedback for continuous improvement in support processes • Embody EP's core values and encourage others to do the same • Demonstrate a high degree of self-management, autonomy, and initiative
Requirements
• Previous experience in customer service or technical support • Technical proficiency in Windows, Mac, and iOS devices • Able to troubleshoot and think creatively when faced with technical challenges • Communicate clearly and empathetically, ensuring users feel understood and supported • Excel at managing time effectively, ensuring tasks are completed promptly without sacrificing quality
Benefits
• Remote and flexible working arrangements • Communication allowance towards internet or phone charges • $1000 towards setting up your home office • Three extra days of annual leave during end of year shut down • Parental leave top ups and a community service day • Wellness allowance for mental and physical wellness • EAP with unlimited sessions • Employee Equity Bonus Plan • Employee referral program - $2000 for new team member referral • Ongoing professional development opportunities • Access to EP's Learning Hub • EP support groups - Mana Wahine, DEI, Environmental Impact, and Wellness Committees • Opportunity to work within a growing global business
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