Consumer Support Technician/Administrator

About us

Westan distributes a carefully curated selection of internationally-recognised audiovisual products, covering both commercial and consumer verticals across Australia and New Zealand. Established in 1989, we started as an information technology distributor specialising in computer peripherals before restructuring into the audiovisual market in 2008. Now, Westan has offices and specialised sales team across Australia and New Zealand, with headquarters in Melbourne.

As well as holding local stock, our offices feature training and demonstration facilities to educate and assist our customers, and a technician workshop to aid in testing, diagnosis and repair of product. Distributing high-quality brands such as Epson, Samsung, Sonos, Klipsch, Onkyo, Naim and Focal in the consumer space, we have need of a talented in-office consumer support technician/administrator to complete our skilled ANZ Support team.

Qualifications & Experience

• 1-2 years' experience in a technical support or helpdesk role, ideally with exposure to audiovisual products, consumer audio or electronics.

• Interest or exposure to Level 2 diagnostics an advantage, with direct practical experience in consumer audio preferrable.

• Effective multi-tasker, confident and self-motivated with strong process-oriented capabilities.

• Good communication skills for customer and internal team queries and projects.

• Accreditations and certifications will be an advantage but not necessary.

Tasks & Responsibilities

• Responsibility of managing, controlling and resolving queries and cases via a ticket system within our SLA expectations.
• Troubleshoot and problem-solve to diagnose, test, replicate and resolve product issues, with support and guidance from senior team members.
• Responsible for technical helpdesk and customer support, fielding queries from multiple sources, including phone and email.
• Excellent technical written and verbal communication skills, especially in customer liaising.
• Creating and maintaining up-to-date documentation of technical product and issue resolution.
• This role is in-office only and may involve some heavy lifting from time to time.

Benefits

• Work with a dynamic company. Empathy, open communication and collaboration are some of the key culture codes of our organisation.
• Great support team with years of experience across Australia and New Zealand.
• Learn and be exposed to high-quality brands in the consumer space, with support to grow into more senior technical responsibilities.