LogMeIn

  • Technical Support Representative

    Job Locations AU-NS-Sydney
    Category
    Customer Care
  • Overview

    An exciting opportunity currently exists for an experienced technical support professional to join our dynamic Sydney team. The ideal candidate will report to the Customer Support Manager in Sydney and will be a key team member responsible for managing relationships with both internal and external customers, across a range of products at varying technical levels.
    You will be responsible for providing a superior customer experience, that will anticipate the needs of our customers, effectively troubleshoot their enquiry and identify/remedy any future concerns. As the escalation point for both internal and external customers, it is imperative that issues are resolved as efficiently and effectively as possible.

    Responsibilities

    • Effectively interact with customers of all technical skill levels to define, research, and resolve issues quickly and accurately via phone and online channels
    • Act as an escalation point for both internal and external customers
    • Investigate and troubleshoot customer's configuration with the following languages: HTML, CSS, JavaScript
    • Support, troubleshoot and assist customer implementations utilizing our APIs and SDKs
    • Troubleshoot network environments, supporting various operating systems,firewalls, routers and proxies
    • Communicate effectively with customers, team members, and other internal departments to ensure effective resolution of customer escalations, feature
    • requests and product related issues
    • Initiate customer interaction regarding new enhancements, product upgrades, and releases
    • Investigate current business processes to identify problems, complexities, non-value-added steps, and inefficiencies that can be improved

    Qualifications

    • 2+ years of technical support call centre experience
    • Excellent verbal and written communication skills
    • Strong work ethic and interpersonal skills are necessary for all customer engagements
    • Solid knowledge of HTML, CSS, JavaScript, SDKs and API Integrations
    • Knowledge of remote access products, VPNs, routers, firewalls, proxies, traceroutes and/or PingPlotter, VoIP and networking configurations
    • Solid understanding of mobile platforms, OS platforms and networking essential
    • Knowledge of general software development processes, ability to communicate effectively with customers, partners and department colleagues (e.g. with Engineering)
    • Proven ability to prioritize and multi-task in a fast-paced, dynamic environment
    • Ability to identify critical issues from varying points of view and make timely high-quality decisions
    • Demonstrated ability to build and maintain positive relationships, team objectives and owning the customer experience to the highest satisfaction 
    • Ability to judge accurately and communicate when issues should be escalated to senior management and/or Product Specialists
    • Basic understanding of IoT and cloud platforms such as; Heroku Connect, AWS not required but is a plus
    • Review open incidents, problems and enhancement requests, communicating priority and direction to the responsible teams to ensure necessary visibility, priority and outcomes

    About

    LogMeIn simplifies how people connect with each other and the world around them to drive meaningful interactions, deepen relationships, and create better outcomes for individuals and businesses. One of the world’s top 10 public SaaS companies, and a market leader in communication & conferencing, identity & access, and customer engagement & support solutions, LogMeIn has millions of customers spanning virtually every country across the globe. LogMeIn is headquartered in Boston with additional locations across North America, Europe, Middle East, Asia and Australia.

     

    OUR VALUES
    Be Accountable - even when no-one is looking
    Thrive Together - greatness comes from unlocking each other’s potential
    Advance Confidently - we find opportunity and act on it
    Collaborate Openly - our whole is greater than the sum of our parts
    Engage Fearlessly - we speak up and listen

    Options

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed

    Connect With Us!

    Not ready to apply? Connect with us for general consideration.