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Technical Support Manager

4 weeks ago

Perth, Australia Valsoft and Aspire Operating Group Full time

**Technical Support Manager - Remote - Australia**

**We are hiring at Now Book It for a Technical Support Manager to join our team in APAC**

As a Technical Support Manager at Now Book It, you will play a pivotal role in ensuring the seamless operation of our technical support department. Your primary responsibility will be to oversee and enhance the support infrastructure to meet the evolving needs of our diverse customer base. This role requires a dynamic leader with a strong technical background, excellent communication skills, and a passion for delivering exceptional customer service.

Now Book It is a rapidly growing software company based in Australia, specializing in online restaurant reservations. With a client base exceeding 8,000 restaurants, we provide innovative solutions that streamline the reservation process, enhance customer experience, and empower restaurants to thrive in the digital era.

**Here is a little window into our company**: Now Book IT was acquired by Valsoft and now operates under the Aspire Software portfolio. Aspire Software the operational arm of Valsoft Corp, operates and manages Valsoft's global portfolio of wholly owned software companies, providing mission-critical solutions across multiple verticals. By implementing industry best practices, Aspire delivers a time-sensitive integration process, and the operation of a decentralized model has allowed it to become a hub for creating rapid growth by reinvesting in its portfolio. We're one of the fastest-growing companies in Canada, with a multitude of awards recognizing us as one of the best places to work. Our business has expanded globally, with the Australian and New Zealand markets becoming our major focus.

**Why Join Us**:

- Exciting career development opportunity in a successful, rapidly expanding company with an established global presence
- Strong company culture of having fun while working hard towards a common goal
- Awesome team and work environment - join a passionate, supportive, and like-minded team

Our motto is** “Be Humble, Stay Hungry”**

**What your day will look like**:
**Team Leadership**:

- Lead and mentor a dedicated team of technical support professionals
- Foster a positive and collaborative team culture
- Conduct regular training sessions to enhance team skills and knowledge

**Customer Support Operations**:

- Oversee the day-to-day operations of the technical support team
- Develop and implement efficient support processes and procedures
- Ensure timely and effective resolution of customer issues

**Performance Metrics**:

- Establish and monitor key performance indicators (KPIs) for the support team
- Analyze metrics to identify trends and areas for improvement
- Implement strategies to enhance overall team performance

**Customer Satisfaction**:

- Drive initiatives to improve customer satisfaction and loyalty
- Gather customer feedback and implement continuous improvement measures
- Work closely with other departments to address customer concerns and ensure a positive experience

**Technical Expertise**:

- Maintain a deep understanding of Now Book It's software and services
- Provide technical guidance and assistance to the support team
- Collaborate with the product development team to communicate customer feedback and resolve technical issues

**About You**:

- **Proven experience in a Technical Support Management role in the software industry**:

- ** 3+ years of previous experience working in a Technical Support role is essential**:

- Strong leadership and team management skills
- Excellent problem-solving abilities and a customer-centric mindset
- Effective communication skills, both written and verbal
- Familiarity with online reservation systems and the hospitality industry is a plus
- Experience working and building relationships with all levels of stakeholders
- Excellent communication skills, both verbal and written, are critical
- Must be fluent in English, both verbal and written
- ** Legally authorized to work in Australia