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Technical Support Lead

1 week ago

Sydney, New South Wales, Australia One Fit Stop (Australia) Pty Ltd Full time
Job Summary

We are seeking a highly skilled and experienced Technical Support Lead to join our team at One Fit Stop (Australia) Pty Ltd. As a Technical Support Lead, you will play a pivotal role in delivering exceptional customer support while ensuring smooth technical implementations and seamless cross-functional collaboration.

This is an exciting opportunity for someone who is passionate about providing top-notch support and wants to be part of a dynamic and innovative team transforming the fitness and wellness space.

Key Responsibilities:

  • Serve as a Subject Matter Expert: You will manage a high volume of support tickets, provide mentorship and training to support team members, and contribute to the continuous improvement of our support resources.
  • Technical Expertise**: You will audit customer interactions, provide constructive feedback to support team members, and take ownership of escalated tickets.
  • Training & Development**: You will train and mentor support team members, conduct training on best practices and correct procedures across various support platforms, and analyze customer usage of Hapana's products.
  • Cross-Departmental Collaboration**: You will build and maintain strong relationships with Account Management, Development, App Development, Product, Onboarding, Sales, and other teams across the business.
Required Skills and Qualifications
  • Technical Experience**: 2+ years in customer support, technical support, or help desk roles, preferably in a SaaS or tech-driven environment.
  • Customer Support Platforms**: Proficiency in customer support platforms such as HappyFox, Monday.com, Jira, Slack, Live Chat.
  • Problem-Solving Skills**: Strong problem-solving and analytical skills for diagnosing technical issues.
  • Communication Skills**: Clear, professional communication with customers and internal teams.