Chadstone, Victoria, Australia
Delivered first-line inbound technical support via phone and email for hardware and software platforms including POS systems, desktops, printers, and scanners. Explained technical solutions clearly to non-technical end users, improving resolution times and maintaining consistently high user satisfaction. Managed vendor relationships and coordinated escalations to resolve device faults efficiently, ensuring minimal disruption to business operations. Configured and deployed end-user devices, supporting new staff onboarding and ensuring rapid setup and integration into existing systems. Maintained IT asset inventory and contributed to internal knowledge base documentation to support team training and reduce repeat incidents.
Managed high volumes of inbound and outbound customer interactions across phone, email, and live chat, consistently delivering professional and empathetic service. Resolved complex customer inquiries and complaints using active listening and de-escalation techniques, achieving positive outcomes and maintaining customer trust. Maintained detailed and accurate records of all customer interactions, contributing to reporting accuracy and ongoing service improvement initiatives. Prioritised and managed multiple customer cases simultaneously in a fast-paced environment, consistently meeting service level targets.
Onboarded client companies onto AI and automation platforms, providing hands-on training and configuration support to ensure successful product adoption and implementation. Trained and deployed AI chatbots for multiple client organisations, tailoring solutions to each client's workflows and ensuring alignment with their operational objectives. Acted as primary point of contact for client stakeholders — managing expectations, communicating progress, and resolving issues proactively to maintain high satisfaction. Delivered inbound and ad-hoc technical support, assisting clients with account setup, data configuration, and integration, reducing time-to-value on platform adoption. Identified at-risk client relationships and implemented re-engagement strategies, contributing to improved retention and continued platform usage. Collaborated cross-functionally with internal teams in a fully remote environment to meet project milestones and ensure consistent, high-quality service delivery. Documented processes and client interactions systematically, ensuring accurate records and enabling continuous improvement in service quality.
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