POOLING: Technical Support Specialist

We are seeking a compassionate, patient, and tech-savvy individual to join our team as a Technical Support Specialist for once of our top clients. In this vital role, you will be responsible for providing exceptional technical support to our customers through email, chat, and phone. This position is ideal for someone with outstanding written and verbal communication skills, who is customer-focused and comfortable working in a fast-paced, remote environment. Key Responsibil ities Inbound Support Handling: Respond to support tickets via email, providing timely, accurate, and empathetic assistance to customers. Handle inbound support calls, offering effective problem-solving solutions and excellent customer service. Maintain a high level of product knowledge to assist with customer inquiries effectively. Customer Service: Provide exceptional customer service and support, ensuring customer satisfaction and loyalty. Follow up on customer interactions when necessary to ensure resolution and satisfaction. Escalate complex issues to the relevant departments when necessary. Administration and Reporting: Keep accurate records of customer interactions, transactions, comments, and complaints. Provide regular reports on customer service issues and product feedback. Qualifications and Experience Minimum of 2 years' experience in a technical and customer support role Familiarity with CRM/ticketing systems Excellent communication skills, both written and verbal Proficient in using chat, email, and phone systems Knowledge of technical terminology and concepts Ability to work independently and in a team environment Customer service-oriented mindset Strong problem-solving abilities Experience in the IT industry is a plus Technical Requirements Has own equipment (Laptop or Desktop) at least core i7 with 16 GB RAM and a back-up equipment Stable internet connection (at least 100 MBPS upload and download) Conducive home-office work set-up and noise canceling headset. On Offer Competitive pay, based to skills and experience Permanent remote setup Day shift: AU Business Hours (approx. 7:00 AM – 4:00 PM PHT) Annual performance review If you are a motivated and customer-focused individual with a passion for technology, we encourage you to apply for this exciting opportunity. Join our team at Three Peaks International Pty Ltd and take your technical support career to the next level. About us Three Peaks International is a Sydney based staffing solutions partner which provides local and virtual staffing solutions to Australian businesses through outsourcing, recruitment, and migration. Simply put, we help businesses grow by providing them the staff they need that gets the job done.