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About the Role

Join a collaborative, global animal health organisation as a trusted support partner for customers and internal teams. Help shape an excellent customer experience through technical support, problem solving and continuous improvement. We’re looking for a Senior Help Desk Associate to join our company’s Technology Support team and play a key role in delivering outstanding customer service across our technology portfolio.

Responsibilities

Act as a key point of contact for customers across the technology portfolio via phone, email and customer service channels
Gather and record customer information accurately in CRM and case management systems
Triage, troubleshoot and manage complex, high priority or escalated software and hardware issues
Coordinate with internal teams, technicians and external providers to drive timely resolution
Use a systematic, logical approach to problem solving and provide guidance to another Helpdesk Associates on triage standards and best practice
Deliver customer support with professionalism, accountability, urgency and a strong customer-first mindset
Ensure customer details and case information are accurately captured and maintained in CRM and case management systems
Review fault lists, open cases as required and support proactive customer follow-up
Record and track customer queries, issues and feedback, and support the generation, analysis and interpretation of service quality metrics
Identify recurring issues and trends, and work with cross-functional teams to recommend and implement corrective and preventive actions
Liaise with third-party repairers and service providers, overseeing receipt and recording of repairs in internal systems
Coordinate customer communication throughout the repair process, including quotes, progress updates and completion notifications
Oversee preparation and testing of monitoring products in line with SOPs, ensuring high quality before dispatch
Support the equipment loan program, including documentation, utilisation monitoring and follow-up of outstanding returns
Maintain the Territory Sales Manager demonstration equipment register with accuracy and care
Act as a subject matter expert on our technology products, providing guidance and informal coaching to team members and colleagues
Collaborate with development and other internal stakeholders to improve products, tools and the end-to-end customer experience
Maintain and update knowledge base articles, troubleshooting guides and SOPs where required
Support the design and delivery of training for customers and internal stakeholders on product use, systems and processes
Cross-support the wider customer support team and share knowledge to help build team capability
Support Helpdesk leadership in managing workload, priorities and service levels
Mentor less experienced team members on case handling, customer communication, systems use and troubleshooting approaches
Identify opportunities to streamline processes, improve tools and reporting, and enhance customer satisfaction
Use data and reporting tools, including Power BI where applicable, to monitor performance and help drive continuous improvement

Requirements

Relevant qualifications or equivalent experience in a service, support or technical environment
Significant experience in a helpdesk, service desk or customer support environment, ideally supporting technology or software products or services
Experience handling complex or escalated technical issues with strong diagnostic and problem-solving skills
Highly developed IT skills across Microsoft Office, CRM systems, telephone systems and related support tools
Experience with data reporting and visualisation tools such as Power BI is highly regarded
Strong commercial awareness and the ability to work effectively in a matrixed organisation
Experience working cross-functionally with teams such as Sales, Technical Services, Development, Supply Chain and Customer Service
Demonstrated ability to coach, mentor or support colleagues and share best practice
Excellent written and verbal communication skills, with the ability to simplify technical concepts clearly
Strong interpersonal skills and the ability to build trust, influence without formal authority and handle difficult conversations constructively
Strong organisational and time management skills, with the ability to manage multiple priorities and maintain accuracy
Proven ability to analyse data, identify trends and contribute to continuous improvement
Self-motivated, results-focused and comfortable working independently with sound judgement
Adaptable and comfortable navigating change and ambiguity
Willingness and ability to undertake regular travel away from home in line with business needs

Skills

Adaptability
Data Analysis
Inquiry Handling
Order Processing
Product Knowledge
Product Sales Training
Remote Support
Report Preparation
Sales Data Management
Teamwork
Technical Support
Technical Troubleshooting
Microsoft Office
CRM systems
Telephone systems
Power BI

Location

Victoria, Australia
Murarrie, QLD

Work Type

Permanent
Full-time

Experience Level

Senior

Salary/Compensations

Competitive remuneration

Benefits

Competitive benefits

About the Company

Our company is a global health care leader with a diversified portfolio of prescription medicines, vaccines and animal health products. The difference between potential and achievement lies in the spark that fuels innovation and inventiveness; this is the space where we have codified our legacy for over a century. Our success is backed by ethical integrity, forward momentum, and an inspiring mission to achieve new milestones in global healthcare.

Equal Opportunity

We are an equal opportunity employer, committed to fostering an inclusive workplace.