1st Line Support Agent
On-site · Sydney, New South Wales, Australia
Job Summary
Act as the first point of contact for technical support queries via phone and Intercom; diagnose and resolve straightforward technical issues; triage and escalate complex issues; maintain clear, professional, and timely communications with customers; log incidents and resolutions; follow internal processes and collaborate with second/third line teams to ensure smooth handover of escalated issues; success is measured by rapid issue resolution, proactive updates, and clear next steps. The role requires a customer-first mindset, ability to handle multiple tasks in a fast-paced environment, and basic understanding of IT systems, networks, or software support. Location-based in Sydney, NSW, Australia.
Required Qualifications
- Good problem solving skills
- Excellent communication skills
- Customer first mindset
- Ability to manage multiple tasks in fast paced environment
- Experience in service desk or support environment beneficial but not essential
- Experience with Intercom is a plus
- Basic understanding of IT systems, networks or software support desirable
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