Support Centre Supervisor

3 weeks ago

Canberra, Australia Seeing Machines Full time

Seeing Machines provides a 24/7 capability to support the Guardian product in the field. The Support Center Shift Supervisor is responsible for ensuring that their shift delivers high quality service in accordance with the agreed Service Standards.
The Supervisor is responsible for ensuring that Support Agents are ready for their shift and will complete a thorough handover of ongoing tickets from the previous shift to allocate to their shift. During the shift, they will conduct Quality Assurance of all tasks performed by their shift, monitor the ‘backlog' of tickets, assign shift assets to progress all ticket priorities, and contribute to solving complex troubleshooting requests. They may also be asked to participate in product User Acceptance Testing.
They Supervisor is considered a Guardian Product specialist and will guide and mentor Support Agents in their day-to-day work.

**The key responsibilities of the role include**:

- Complete a thorough handover from the previous Shift Supervisor, ensuring that Urgent and High priority tickets continue to be solved in their shift.
- Manage the allocation of tasks to the shift, ensuring an even distribution of tickets (according to their priority).
- Quality Assure all tasks, and rectify any errors, that could result in a Data Breach in accordance with agreed processes. Provide feedback and training to staff as appropriate.
- Lead investigations into product bugs or critical issues. Gathering evidence and provide an analysis of the problem prior to escalating to Tier 3 support.
- Identify, act and escalate impacts to service interruption in accordance with agreed processes.
- Contribute to improving Support Centre workflow and efficiencies.
- Create, maintain, and review troubleshooting, process related, and other self-help Knowledge Base articles within the approved online portal.
- Where appropriate, Assist Tier 1 Support Centers to solve complex problems.
- Participate in and contribute to User Acceptance Testing.
- Contribute to test plans.
- Maintain technical knowledge of all Guardian products, services, and tools (including a detailed knowledge of proprietary hardware and software).
- Contribute to ongoing product improvement by identifying issues using the SM Quality Management process

About you
We value the breadth and depth of experience that our people bring to their work. We are seeking people with a good mix of technical competency and personal capability.
- Recognised qualifications in Information Technology (Diploma of Information Technology, Bachelor of Information Technology)
- At least 2 years' experience in a call centre, technical customer service, or similar technical environment providing network, hardware, and/or software support.
- Management experience
- Demonstrated ability to critically reviewing tasks for quality
- Experience managing a team using a support ticketing system (Zendesk is used by Seeing Machines)
- Experience with issue tracking ticketing systems (Jira is used by Seeing Machines)
- Proficient in MS Office (Word, Excel, PowerPoint, etc.) and Windows Operating Systems
- Proficient in viewing and editing XML based code
- Basic knowledge of Linux based operating systems
- SQL or similar experience querying datasets
- Experience reading logfiles (machine data) to determine issues and root cause
- A demonstrated understand of warranty processes

About Seeing Machines
We are a global company founded in 2000 and headquartered in Australia, and an industry leader in vision-based monitoring technology that enable machines to see, understand and assist people.
Seeing Machines develops Driver and Operator Monitoring System (DMS) technology to enhance safety for Automotive, Commercial Fleet, Off-road and Aviation.
Seeing Machines' technology portfolio of AI algorithms, embedded processing and optics, power products that need to deliver reliable understanding of vehicle operators, in real-time.
The technology spans the critical measurement of where a driver or operator is looking, through to the classification of their cognitive state as it applies to accident risk. Reliable “driver state” measurement is the end-goal of DMS technology.
Seeing Machines has offices in Australia, USA, Europe and Asia, and supplies technology solutions and services to world-leading brands in each market vertical.
Why Seeing Machines
- Work with inspiring people - we are proud to have a team of experts in their field, we invent, innovate, and collaborate
- Work flexibly - we encourage our people to manage their work and personal lives to achieve a balanced outcome
- With offices spanning the world, Seeing Machines serves a growing market in the UK, Europe, Africa, North America, Latin America, and Asia Pacific
- We are social with staff events held throughout the year, from BBQs, morning teas, to special events and other celebrations
- We are focused on employee support
- we understand the importance of our collective wellbeing You will have access

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