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Support Team Lead for Cloud Based Membership Application

1 week ago

Melbourne, Victoria, Australia Golf Recruitment Central Full time

Support Team Lead for Cloud Based Membership Application:

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Golf Recruitment Central is seeking an experienced Support Team Lead for Cloud-Based Membership Application to join our team. As a Support Team Lead, you will be responsible for managing daily operations, providing technical support, and leading the support team.

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About Us:

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We are a leading recruitment agency specializing in the golf industry, dedicated to connecting talented professionals with exciting job opportunities.

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Key Responsibilities:

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  • Manage Daily Operations: Manage daily operations, including managing support desk operations and rosters, improving response times, and maintaining customer satisfaction and help desk documentation.
  • Provide Technical Support: Provide exceptional technical support to users, troubleshoot and resolve technical issues, and escalate complex issues to senior technicians.
  • Lead the Support Team: Mentor and train a team of MiM support specialists, assign tasks and responsibilities, and maintain a balanced workload.
  • Process Improvement: Identify inefficiencies in support processes, generate reports on key performance indicators (KPIs), and maintain knowledge base articles and self-help resources.
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Requirements:

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  • Education: No formal education required.
  • Experience: Minimum 3 years of experience in cloud-based software support, with experience in a leadership role being an advantage.
  • Product Knowledge: Knowledge of the MiM product is an advantage.
  • Proficiency: Proficient in help desk software and remote support tools (Freshdesk).
  • Skills: Excellent problem-solving skills, ability to prioritize tasks effectively, strong leadership, communication, and customer service skills.
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Benefits:

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  • Competitive Salary:
  • Flexible Hours: Work from home 1 or 2 days per week, as per policy.
  • Professional Development: Reimbursement for certification and professional development.
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Notes:

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The successful applicant must have permanent Australian work rights. Please submit your resume with a short cover note detailing your suitability for the position.

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Please note: Only shortlisted candidates will be contacted.