Technical Support Specialist

Chatswood, New South Wales, Australia Full-time

 Sennheiser ANZ is looking for a Technical Support Specialist to join the team in Sydney to support the Enterprise Solutions range of products. Bring your technical support expertise combined with your outstanding customer service skills and solid understanding of unified communications technology.

About Sennheiser 

Sennheiser is a world-renowned developer and manufacturer of premium products in the audio technology space. Headquartered in Germany and with a presence across 90 countries Sennheiser delivers premium sound and Unified Communications technology equipment to commercial businesses, audio professionals and music enthusiasts across the globe. At Sennheiser, people are key to our success. We are a high performing service orientated team, committed to providing all our customers with first-class service and expertise. 

About the Role

As the Technical Support Specialist for Enterprise Solutions, you will use your expertise and initiative to assist dealers, staff and end users with Level 2 technical support on the Enterprise Solutions range of products. Support could be within a PABX environment, Unified Communications business customers and trouble shooting at the network, telecom, system and voice platform level. You will also work as part of a virtual global team delivering technical projects and solutions to ensure customer satisfaction with our wired and wireless headset and speakerphone technology.

In this busy role, your duties and accountabilities will be extensive and include:


  • Providing technical customer support for our ANZ unified communications customers
  • Act as the primary interface for the business on all support issues within the ANZ region
  • Creating and updating incidents and service requests through our service management system
  • Creating daily and weekly incident reports
  • Responding to all Tier 2 Customer telephone calls and emails within the SLA timeframes
  • Creating and maintaining process and procedure documentation
  • Business Travel as required

About You 

Success in this role will require you to have proven and demonstrable experience as a Technical Support Specialist. You will preferably have worked within a telecommunications environment supporting wireless unified communications and or managed a Tier 2 level service desk. 

You must have experience supporting networks, systems and platforms and be able to work with varied global stakeholders and customers. As a member of our virtual global team, you must also be comfortable to be the only point of customer support within the region and support our customers through to resolution in a timely, professional and amiable manner.

Naturally, experience with the Microsoft Office suite of tools, networks and platforms is essential. Prior experience across wireless and telecommunications technologies would be advantageous. Relevant training will be provided.

You will have the ability to foster professional relationships and provide technical support, which requires strong written and verbal communication skills combined with well-developed interpersonal and customer service capability, and importantly you will take pride in supporting premium wireless products in the world of unified communications technology. 

Applications close 4<sup>th</sup> February 2018. All documents must be provided in Word format.

For further information, please phone Belinda Hall on 0427 427 805.