Product Support Specialist

at  GHD

At GHD, we don’t just believe in the power of commitment, we live and breathe it every day.
That’s why we pledge to empower all of our people to make a positive impact. Combining our deep technical expertise with the capabilities of our clients and partners, we respond to some of the most complex challenges facing our planet today.
We are looking for a Product Support Specialist who will be the face and the voice of our company, providing front-line support services to our clients. As the first point of contact for clients questions and concerns, you will deliver exceptional customer service while prioritizing, troubleshooting, resolving, and escalating tickets in line with our service desk procedures - and documenting information every step of the way.

YOUR SKILLS, EXPERIENCE AND QUALIFICATIONS:

• Minimum 1-3 years of experience in Customer service and support or similar role, ideally in a web-based software context
• Comfortable responding to and making phone or video calls to customers
• Able to communicate clearly and effectively, orally and in written format
• Strong documentation skills
• Knowledgeable in relevant software applications such as Microsoft Office Suite & collaboration products, MS Windows, and Service Desk tools such as Zendesk and Jira
• Experience debugging and troubleshooting web applications
• Working knowledge of web browsers and their general functions
• Knowledgeable in ITIL Foundations principals
• Fluent in written & spoken English in order to provide excellent communication and client support

WHO WE ARE

GHD is a global professional services company that leads through engineering, architecture, and construction expertise. We are an employee-owned company with over 11,000 diverse and skilled individuals, across more than 200 offices spanning five continents.
The Power of Commitment is our brand promise. It’s what makes us different. We are bound to our stated vision and determination to address humanity’s most urgent needs: to make water, energy and urbanisation sustainable for generations to come

• Provide first contact support of incoming incidents or requests to the service desk via phone, web portal, email, and chat to ensure courteous, timely, and effective resolution of customer issues
• Build rapport and elicit problem details from service desk customers
• Prioritize incidents and service requests according to defined processes to meet defined SLAs
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
• Escalate incidents with accurate documentation to internal escalation teams when required
• Follow up and make scheduled call backs to customers where necessary
• Reinforce SLAs to manage customer expectations
• Research solutions through internal and external knowledgebase as needed
• Identify and learn appropriate software used and supported at GHD Digital
• Test fixes to ensure an incident has been adequately resolved
• Contribute to customer knowledgebase as needed
• Provide suggestions for continual improvement
• Understand and follow business processes and procedures
• Stay current with product changes, and updates