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Title:  Production Support Analyst

Location: 

Bentleigh East, Victoria, AU

About us

At Officeworks we make bigger things happen. Our customers, our team, and our community are our heart and soul. And if our brilliant people have taught us anything, it is that we can do all kinds of incredible things, each and every day.

Fast paced. Innovative. Inspiring. With more than 8000 team members and a national footprint of more than 165 retail stores Australia wide – we’re focused on delivering a wide range, low price and great service. We’re about inspiring new ideas and thinking outside the box. We’re about kicking goals, having a laugh and pushing each other. We are about being rewarded and supported. We’re about teaching a customer something new and supporting the community. We’re about making a difference.

About the role

We are excited to announce a fantastic opportunity to join our Customer Experience (CX) team in a newly created Production Support Analyst role. This role is the primary point of contact in the support of applications and services provided by the CX team to other teams at Officeworks. They are the tertiary point of contact for issues raised by our customers regarding our website and mobile applications to Customer Service Centre (CSC), Business Support, or store team members, which are then reported to the Service Desk.

 

In conjunction with the production support team the Production Support Analyst will:

 

  • Manage the queue of incidents coming to the CX team
  • Co-ordinate and resolve day-to-day services issues to provide service continuity
  • Co-ordinate and assist implementation of messaging changes on our website and mobile applications
  • Improve service delivery through identification of repeated deficiencies and advocacy with delivery teams for their resolution
  • Contribute to internal knowledge management tools relating to service issues and their resolution

About you

This role will suit someone who has come from a retail or ecommerce background with previous experience within a call centre or service desk environment. You will be someone with a customer centric mind-set who understands the importance of creating an exceptional customer experience. You’re a natural problem solver who can drive outcomes with a high attention to detail and the ability to work as part of a close-knit team in a fast-paced and ever-changing environment. Essential for your success will be the ability to foster and build strong relationships using your outstanding communication skills.  

 

We are looking for a super star who can assist us in reducing overall incidents year on year including the time it takes to resolve Priority 1 incidents – you will strive to find meaningful solutions whilst working to deadlines.

 

Additionally, you will have:

 

  • Demonstrated experience in a similar role and the ability to work in Agile environment
  • Exposure to some of these systems would be a plus! Adobe Analytics, DataDog, Dynatrace, JIRA, ServiceNow, sumologic and SQL

Our culture

It’s all in a day’s work when you’re part of the Officeworks community – where you’re not defined by who you are, but what you can do. We celebrate our teams’ uniqueness by offering the below to the Officeworks family:

  • An inclusive, diverse, and supportive environment.
  • Flexible working arrangements to best support your individual needs.
  • A key focus on wellbeing and safety.
  • Generous discounts at Officeworks, Bunnings, Kmart, Target, Bunnings and Catch.
  • Ongoing training and development opportunities to progress your career.
  • Industry leading Growing Families policy and access to Circle In portal for Working Families.

 

At Officeworks, we operate best when our team represents the communities we serve. We proudly commit to providing a safe and supportive work environment for everyone. We actively encourage applications from all candidates, including Aboriginal and Torres Strait Islander peoples, the LGBTQI+ community and people with disabilities.

Officeworks is a ‘Circle Back Initiative’ employer – we commit to respond to every applicant.