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Cloud Based Support Team Lead

1 week ago

Ballarat, Victoria, Australia Golf Recruitment Central Full time

Job Description:

Golf Recruitment Central is seeking a highly skilled Technical Support Services Leader to oversee our MiMembership (MiM) Support Team. As the ideal candidate, you will be responsible for managing support desk operations and rosters, improving response times, maintaining customer satisfaction & help desk documentation, and ensuring efficient resolution of technical issues.

About the Role:

The successful applicant will lead a team of MiM support specialists, mentoring and training them to provide high-quality technical assistance to users. Key responsibilities include:

  • Support Desk Operations & Rosters: Manage daily operations of the IT support desk, ensuring timely and effective resolution of support tickets.
  • Customer Support & Satisfaction: Act as the escalation point for complex technical issues and customer complaints, ensuring a high level of customer satisfaction by monitoring feedback and implementing improvements.
  • Technical Support & Incident Management: Oversee troubleshooting, diagnostics, and resolution of software and integration issues, ensuring proper documentation of all support interactions.
  • Team Development: Mentor and train a team of MiM support specialists, assigning tasks and responsibilities to team members, ensuring balanced workloads.

About You:

We are looking for an experienced Support Lead with a minimum of 3 years of experience in cloud based software support. Your strong leadership, communication, and customer service skills will enable you to manage high-stress situations effectively. Proficiency in help desk software and remote support tools is also required.