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Web Support Analyst - WME

Discipline:
Sales
Business unit:
Small and Medium Business
Location:
Melbourne
Employment type:
Full-time Permanent

Our Company:

Netregistry, Melbourne IT, WebCentral and WME have joined forces to become Australia's largest online solutions company. We help organisations of all sizes, and across all industries harness technology to drive business success. Our customers range from small businesses to Fortune 500 companies and internationally recognised government entities.
In the SMB division, we have more than 500,000 small business customers, who we support and enable by providing solutions and insights to transform their ideas into business realities. With 1.5 million domain names under management, Melbourne IT gives small business leaders the tools to build an online presence, attract customers and build their brand.

Your role:

Reporting to the Support Manager the new Web Support Analyst will be providing 1st level customer support to our clients via phone, email and using our issue tracking software

What YOU get to do

  • Provide phone and email helpdesk support for our customers
  • Empathise with the customer and deal with issues with a sense of urgency
  • Manage issues and ensure cases are accurate and up to date using our issue tracking software
  • Proactively contact clients providing updates on progress 
  • Work directly with Project Managers and the Development lead to understand potential solutions
  • Liaise with the sales team to allocate new leads or change requests for existing clients

What YOU will have

You will have a good understanding of modern web technologies and will be able to troubleshoot common issues. You will be able to maintain strong relationships with our customers and work effectively within a cross functional team.

  • Experience supporting web applications for external customers within an agile development team
  • Excellent written and verbal communication skills, showcased in troubleshooting issues with web sites
  • Some understanding of SEO or experience working in a digital marketing agency would be a bonus

Our Culture…

As an organisation we strongly believe in work/life balance and flexibility, working hard to create an environment that is diverse, supportive, challenging and team oriented.  Here you will find yourself surrounded by a large team of highly technical, customer service focused people who are passionate about technology.  We are driven to help our customers. Within an informal, social, yet professional environment you will be fully supported with the tools you need to achieve today and develop new skills for tomorrow.

A fantastic opportunity to positively impact upon our customer’s experience!

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