Support Team Leader

7 months ago

Melbourne, Australia Axsys Full time

Hi And thanks for stopping by
- We’re MYOB, a business management platform designed to unleash the potential of businesses across Australia and New Zealand As the #originalstartup, our roots are in finance and accounting software, but today we are so much more. We help our Aussie and Kiwi customers unleash their full potential, giving them the tools to Start, Survive and Succeed: all in the one place.

We’re always on the hunt for those who bring a different perspective, diversity of thought and the drive to make our culture even better. Take your career to a new dimension at MYOB.

**About the Team**
- This is a team that needs no introduction because customers drive our world. Support, Success & Consulting Services represent the voice of our customers and are a highly collaborative conduit between Sales, Tech, Product, and Marketing, ensuring the needs of our SME & Enterprise customers are understood and reflected across the business.

**The Opportunity**
- You’ll lead our Practice Solutions team, responsible for providing outstanding service to our practice partners. It’s a hands-on Team Leader role ensuring that our Practice support teams are providing both technical support and quality operational support to our Practices and enable them to move online. And when one of our Practices contacts us, we want to ensure we are providing friendly, high-quality technical support to them.

**The Role**
- This is a people leadership role. You will actively coach,& develop MYOB Practice Support Analysts to provide industry leading customer service to our clients.

You will manage a team of dedicated MYOB Practice Solution Analysts and Support Representatives as they go about making business easier for our practice partners. You’ll work on ways to continually develop and train your team, filling gaps, providing feedback and advising the business on roadblocks and pivot points.

But the key areas we want you to focus on are:

- Reviewing our current support operations, identify processes that aren't efficient and propose process improvement solutions to ensure we remain efficient and pioneering
- Work on identifying current call drivers and work on mini projects by working closely with the wider group to understand root causes and develop improvement solutions/guidelines utilising effective organisational change techniques and methodologies.
- Liaise with other key stakeholders to ensure we maintain a streamlined progression of any issues raised, and ensure the progression paths and tools we use facilitate this
- Work with other support Team Leaders, Support Manager and the Head of Support to ensure we maintain a consistent approach to the best customer experience possible.

**What You'll Bring**
- Your practice experience will help the team prioritise, solve and call out issues that impact the way our partners do business. You’ll love leading teams and growing capability and capacity.
- Coaching team members to achieve efficient call quality outcomes and work with Quality Analysts to improve our service experience.
- Understanding of IT (networking, Windows, installation of software, operating systems, server environments, SQL, AWS or similar cloud service) desirable
- Excellent understanding of Application Support processes, terminology and measures and an understanding of key success factors.
- Understanding of the fundamentals of the SaaS environment

**Our Culture & Benefits**
- Our values have stood the test of time. If you want to work and collaborate where opinions are valued, and your ideas can make a difference, come to a place where Your Work Matters.

Do your best work in a flexible work environment, right down to financial assistance to set up your home office it’s called Flexperience, and it’s designed by you and your team
- Our partnership with Smiling Mind helps support the wellbeing of our team members and customers
- Drive your own learning via conferences, in-house training, LinkedIn Learning, study assistance and a strong focus on leaders creating a learning environment
- A multitude of leave options including up to an additional four weeks of purchased leave, generous parental leave, domestic violence leave, transgender leave, volunteer leave, study leave, plus more
- Communities built around ‘Wellness’, ‘Belonging’ and the ‘Planet’ where you can make a meaningful contribution
- Access to best-in-class discounts and vouchers from leading retailers, and a lot more.

We are proud to be a Circle Back Initiative Employer and we commit to responding to every applicant.

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