Mark Smith Email & Phone Number

Robina, Queensland, Australia

⚫ Handling enquiries using appropriate telephone manner.⚫ Completing proof of record ownership (PORO) as appropriate.⚫ Actively listening to enquiries and assessing Customer needs, requirements, entitlements and obligationsutilising internal guidelines.⚫ Advising Customers on legislation, policy, procedures, payments and services.⚫ Assisting Customers to access, navigate or interpret services, and where appropriate actively promoting, demonstrating, and referring Customers to self-managed and digital services.

Brisbane, Queensland, Australia

⚫Troubleshooting and resolving lotto customer queries via phone.⚫Troubleshooting and resolving technical faults with lotto retailers via phone, using SSH to access and diagnose Cisco networking equipment (800 and 1800 series routers) when required.⚫ Remotely monitored up to 1900 “DigiPOS” media PCs located at retail outlets, for display and network issues. Simultaneous and synergistic use of multiple monitoring tools.⚫ Handled escalated retailer technical fault calls⚫ Proactively contacted retailers to resolve issues identified in monitoring. Escalated to field technicians or business partners when required.⚫ Assisted field technicians via phone with complex site visits.⚫ Authored, updated and maintained a large online knowledge base in Livepro. Managed and actioned internal feedback relating to the knowledge base.⚫ Developed procedure for Contact Centre technical support in the DigiPOS space⚫ Provided training, support and mentorship in the DigiPOS space

Brisbane, Queensland, Australia

⚫ Troubleshooting and resolving lotto customer queries via phone.⚫ Troubleshooting and resolving technical faults with lotto retailers via phone. ⚫ Identifying when escalation to a network specialist or a field technician was required and carrying out said escalation.⚫ Assisting field technicians with complex site visit jobs via phone.⚫ Processing a high volume of written forms and converting these to electronic format.

Brisbane, Queensland, Australia

⚫ Troubleshooting and resolving lotto customer queries via phone and email.⚫ Supporting lotto retailers with stock, accounting and game knowledge enquiries via phone.⚫ Processing a high volume of written forms and converting these to electronic format.

Graduate Diploma, Information Technology

Bachelor Of Arts - Ba, English Language And Literature, Mass Communication