Technical Support Team Manager

2 weeks ago

Brisbane, Queensland, Australia beBeeCustomerSupport Full time $100,000 - $130,000

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About the Role

This position is responsible for effectively managing a technical support team and resolving all problems. The successful candidate will be responsible for building team skills and capabilities, developing the team culture, and ensuring the team delivers on goals/KPIs.

Key Responsibilities
  • Ensure that all team members acquire the appropriate support and training.
  • Effectively supervise the team on a day-to-day basis in daily activities.
  • Prepare team rosters/schedules, scheduling breaks and shifts as necessary.
  • Act as the team coach. Mentor, motivate and encourage team members through positive communication and feedback.
  • Undertake duties such as performance reviews, people management and recruitment.
  • Ensure team members are effectively diagnosing and resolving system issues appropriately and ensure the resolution of complex customer cases where required.
  • Proactively work with the team to increase the number of calls/tickets to be resolved on the first call.
  • Maintain first class communication with the client, attending, following up and resolving customer complaints, questions, and issues, and adhering to specific service level agreements.
  • Provision of training to customers over the phone and face to face.
  • Liaise with integrators and support the rollout of updates and new/updated systems.
  • Oversee and manage the reporting of bugs for continuous improvement.
  • Seek ways to enhance our internal processes and procedures.
  • Roll out programmes to build team capabilities, enhance customer satisfaction, enhance team processes.
  • Actively contribute to and participate in professional development opportunities afforded by the company.
  • Promote the values and behaviours of the business at all times.
Qualifications
  • Degree/Diploma/Certificate in Information Technology or Computer Science.
  • Demonstrable experience as a manager or team lead.
  • Highly experienced in technical support roles, within a software development.
  • Strong ability to learn and support B2B SaaS applications.
  • Strong computer and technical skills – (in software, hardware or networking).
  • Ability to multi-task across multiple IT platforms, with effective time management skills to ensure conflicting deadlines are met.
  • Ability to show initiative and self-motivation.
  • High attention to detail and strong analytical skills.
  • Excellent communication skills, able to build strong relationships with customers.
  • Demonstrable experience managing customer relationships.
Culture and Perks

We offer a range of benefits including flexible leave offerings, EAP Support, offering mental/physical wellbeing counselling, Employee Share Purchase Plan from our parent company Constellation Software Inc., Flexible leave offerings, including opportunities to purchase additional leave.

How to Apply

To apply please submit your resume and cover letter with details of your experience and why you would like to join us.

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