ICT Customer Support Officer

The ideal candidate is customer-focused, detail-oriented, and skilled in problem-solving, helping users get the most out of their technology solutions. You will be responsible for resolving a variety of technical issues and queries while maintaining a high standard of customer service.

Key Responsibilities:

• Act as the primary point of contact for all ICT-related inquiries, issues, and requests from users.
• Guide and assist users in understanding and effectively using their devices, applications, and systems.
• Provide first-level and second-level support and troubleshoot a variety of technical issues related to hardware, software, networks, and other IT services.
• Escalate unresolved issues to the appropriate internal teams and follow up to ensure a prompt resolution.
• Assist users with their technical problems, including troubleshooting software and platform issues.
• Log, monitor, and update service requests in the ticketing system, ensuring accurate documentation and efficient resolution times.
• Participate in ICT projects and contribute to improving service delivery and user satisfaction.
• Identify, document, and escalate any software bugs and improvement opportunities to the technical teams.
• Actively participate in team meetings, contributing to improving processes and overall customer satisfaction.
• Keep up-to-date with company ICT policies, procedures, and security protocols to provide accurate information and guidance to users.

Requirements:

• Diploma or higher qualification in Information Technology, Computer Science, or a related field.
• Proven experience in a customer support or ICT support role.
• Strong knowledge of Windows, macOS, and basic networking concepts.
• Strong troubleshooting and problem-solving abilities.
• Exceptional English communication skills - both written and verbal.
• Familiarity with common helpdesk software and ticketing systems.
• Ability to work well under pressure and manage multiple priorities.
• Excellent problem-solving and communication skills, with the ability to explain technical information to non-technical users.
• Detail-oriented and a fast learner.
• Ability to work independently as well as part of a team.
• Able to work independently as well as collaboratively in a team environment.
• Familiarity with online platforms and basic technical concepts.
• A proactive and customer-focused approach, with a commitment to delivering high-quality service.

• A supportive and inclusive work environment with opportunities for career growth.
• Competitive salary package - $74k - $84k per annum.
• Access to continuous learning and professional development.
• The chance to be part of a collaborative team dedicated to innovation and excellence.

Benefits:

• A meritocratic culture with the ability to take ownership and fast track your career.
• Weekly Town Halls with the all important Q&A session with the CEO (you really can ask him anything)!
• Friday lunches - We finish each week with a catered lunch. Every Friday we offer a different cuisine from local restaurants.
• Fully stocked kitchens + yes we do have beer taps (and a bar with a killer view!)
• Hack-a-thons - Get hacking and programming in this quarterly company-wide where teams create solutions to existing problems and win prizes. The 2-day event is filled with games, events, shows, food and more.
• Fun events (we once built a soccer stadium in the office with two tonnes of turf).
• Located at Grosvenor Place - Home of Freelancer HQ, this iconic building and location with harbour views with weekly and complimentary classes, activities, events, promotions, competitions and deals.

Just when you thought it couldn’t get any better:

• Change lives every day – Everything we do as part of our jobs contribute to improving the lives of our users on a global scale. Our mission is to provide one billion jobs. Not many companies actually make a difference like Freelancer does in providing opportunity and income to people all around the world.
• Fast-track your career - We boast a meritocratic culture, renowned for hiring into senior roles from within and producing many business and product leaders in the technology industry.

If you're passionate about technology and enjoy helping people, we’d love to hear from you! Join us as an ICT Customer Support Officer and be an essential part of our team, driving better solutions and experiences for our users.