Technical Customer Support Lead

3 days ago

Sydney, New South Wales, Australia beBeeLeadership Full time $120,000 - $180,000

Lead a High-Performing Team

This role involves leading a team responsible for client support, recruitment, training, incident management, process governance, and quality assurance.

Responsibilities:

  • Provide guidance and support to the team, maintaining staff utilisation and productivity
  • Analyse metrics to ensure team members meet standards
  • Plan workforce requirements, create shift rotas, and forecast resourcing needs
  • Identify areas for improvement in training and agent onboarding
  • Promote a culture of training and development across the team
  • Complete regular customer and team-based management reporting
  • Act as a point of technical escalation and facilitate workload resolution
  • Own end-to-end delivery, ensuring contractual targets are met

Requirements:

  • Minimum 4 years experience in technical customer service
  • Experience leading or managing a team is highly desirable
  • Proficiency in ServiceNow or similar Service Management tools
  • Experience with NICE CXone or similar Contact Centre Telephony tools
  • IT Service Management understanding or certification (ITIL)
  • Industry-based technical certifications (e.g. Microsoft, Citrix, VMWare)
  • Information Technology or Computer Science Degree (or equivalent qualification)

Benefits:

  • A collaborative team environment
  • Flexible working arrangements
  • Career development opportunities with certifications and rewards
  • Tailored career plans to suit individual aspirations
  • Recognition and reward for outstanding performance
  • A focus on employee health and wellbeing

Notes:

  • As part of our hiring process, you will be required to undertake a Technical Assessment and a National Criminal History Check.

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