Level 1 Support Agent
Core
First point of contact for resolving platform issues, system queries, and user concerns for NDIS providers and internal teams.
Role type
Level 1 Support Agent
Builds
Customer support experience and platform stability for NDIS providers
Domain
Technology and services / Disability support (NDIS)
Deliverable
client delivery
Required skills
PC and software troubleshooting, Helpdesk systems, remote and onsite support, user onboarding and training, issue escalation, system administration, phone/email communication, task prioritization
Preferred skills
NDIS framework awareness, Australian driver's licence
Technologies
Helpdesk systems, remote troubleshooting tools
Responsibilities
Respond to internal and external queries with professionalism, log and manage service requests, research and resolve user issues, troubleshoot hardware and software issues, provide onboarding and user training, escalate complex issues, maintain documentation, answer incoming calls and triage enquiries
Seniority
Entry-level IC