Technical Support and Customer Agent - Full Time

ROLE OVERVIEW: The role of the Technical Support and Customer Agent is to offer support to customers to get the most from their technology, regardless of their place of purchase. This support is offered in several ways predominantly facilitating warranty with external service providers or offering in-store software and hardware solutions in the form of repair, set-up, and trade-in services. Your day in Computers department is focused on timed and scheduled tasks, as such, organisation and time-management are important. MAIN DUTIES Managing the intake of devices from customers, which includes documenting customer interactions, recording device details and completing basic triage. Managing open cases, from creation to completion, and providing timely updates to customers each step of the way. Communicating professionally with service provider, distributor and brand partners to ensure that customer expectations are met and exceeded. Managing the dispatching and receiving of devices throughout the extended Harvey Norman store and service provider network. Completing software, hardware (basic) and data services on customer devices in a compliant and ESD-safe manner. Completing basic troubleshooting of devices for the purposes of providing the most appropriate solution to customers. Providing data solutions (data-wiping, data back-up, restore and transfer services) to customers in a compliant and documented manner. Following all resources such as work instructions and visual mechanical inspection (VMI) guides to avoid unnecessary delays. Facilitating claims for warranty with the Harvey Norman service provider network and providing timely updates to customers each step of the way. GENERAL Follow all company procedures with regards to paperwork and store procedures. Proficiently use the tools and technology that are available to you at store level. Ensure that all company assets are properly maintained, and purchases/sales are carried out in accordance with procedures. Assist in the movement of floor stock and floor relays. Be a positive ambassador of Harvey Norman and promote our brand at all times. Be flexible to any changes that may develop within the role and the company. What We're Looking For: Strong sales ability with a passion for computers and customer service. A competitive, results-driven attitude and the ability to thrive in a target-based environment. A positive, can-do attitude and a desire to learn and grow. What We Offer: Competitive salary with performance-based incentives. Ongoing training and career development opportunities. A fun, supportive team environment where success is celebrated. If you're ready to make an impact in the world of computing, apply now to join Harvey Norman Skills: Troubleshooting device triage case management customer communication