Client Services Support Coordinator
Homebush Location
As Australia’s largest International General Insurer and one of the top 25 worldwide, QBE Insurance is a leader in our field with a strong and established reputation. At QBE our core strengths are in the teams that we build and the people who work with us and are what make us an Internationally successful business.
The purpose of this position is to ensure that our Technology team achieves its goals for effective service delivery management of QBE’s Business Groups through:
• Co-ordination of IT issues reported or recorded via email, phone, chat and other automated processors.
• Response and resolution of our clients’ technical requests for QBE Applications, User Hardware and deployed Desktop Software.
• Prioritize responses to meet client expectations as identified in Key Performance Reports and Service Level Agreements.
• Professional and Customer focus responses to client enquiries.
• Assisting in Asset management, tracking and procurement on behalf of QBE for IT equipment.
• Ensure that expectations set out in the Service Level Agreements are achieved
• Participate in Disaster Recovery exercises and maintain and adhere to processes and procedures.
The role of the Support Co-ordinator is to provide 1st level Customer focused technical support to users of IT for QBE, with a strong focus on customer service skills. The primary responsibility of the role is to provide an effective single point of contact for QBE’s IT customers.
Skills and Experience Required:
• Previous experience in an IT support role
• Strong client and customer focus
• Excellent communication skills, both written and oral.
• Ability to work effectively to ensure quality service delivery for the client.
• Good all round IT technology skills and detailed understanding of the support centre/helpdesk process.
• Ability to identify and report ongoing opportunities for service improvement.
• Ability to troubleshoot IT problems over the telephone.
• Sound analytical and problem solving skills.
This role would be suited to a good customer service operator with a solid understanding and appreciation of IT who enjoys the every day challenges of this type of role.
