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Technical Support Team Lead

2 months ago

Melbourne, Victoria, Australia Ingenico Group Full time

About the Role:

The Technical Support Team Lead will play a crucial role in ensuring the effective and efficient functioning of our Technical contact center. With a focus on delivering exceptional customer service and support, the Team Lead will oversee a team of technical and customer support agents.

Key Responsibilities:

  • Lead a team of technical support representatives to meet or exceed performance targets, enhance individual and team capabilities, and maintain a positive work environment.
  • Oversee daily operations of the Helpdesk contact centers, ensuring efficient use of resources, adherence to service level agreements, and achievement of performance targets.
  • Assist the Contact Centre Manager to implement strategies to optimise contact center operations, including improving agent productivity, outcome-based performance, streamlining workflows, and enhancing customer/merchant satisfaction.
  • Recruit, train, and coach contact center agents, ensuring they possess the technical skills and product knowledge required to provide excellent customer support.
  • Establish and implement performance evaluation systems to regularly assess agent performance, identify areas for improvement, and provide feedback to enhance skills and performance.
  • Act as the point of escalation for complex issues and assist contact center agents in resolving challenging customer problems.
  • Collaborate with other departments such as field service and quality assurance to identify customer/merchant pain points and suggest enhancements or process improvements.
  • Maintain contact center technology infrastructure, including telephony systems, call routing software, and customer relationship management tools, to ensure optimal performance.
  • Analyse contact center metrics, generate reports, and utilise data-driven insights to identify patterns, trends, and areas for improvement in service quality and customer satisfaction.
  • Assist in the implementation strategies to minimise customer/merchant complaints, ensuring the contact center delivers an unparalleled experience.
  • Keep abreast of advancements in relevant technology and industry trends to maintain a competitive edge and make well-informed recommendations for process improvement.
  • Develop and maintain relationships with customers/merchants, including participating in monthly and quarterly operational reviews.

Requirements:

  • Strong leadership skills to motivate and guide a team of Helpdesk & technical support agents.
  • Knowledge of customer service principles and strategies to provide exceptional customer/merchant experiences.
  • Understanding of performance metrics and the ability to track and measure team performance.
  • Continuous learning and desire to stay updated on the latest technologies and industry advancements.
  • Expertise & Skills:
    • Proficient in utilising contact centre software and systems in particular AWS Connect.
    • Understanding with customer relationship management (CRM) platforms
    • Outstanding communication and interpersonal skills to effectively interact with both customers and team leaders & members.
    • Solid organisational and time management abilities to prioritise tasks and ensure efficiency.
    • Skills in using Microsoft products such as Access, Word and Excel
    • Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
    • Excellent problem-solving skills and ability to understand technical issues.
    • Flexibility and adaptability to adjust to changing priorities and handle multiple tasks simultaneously.
    • Ability to work well under pressure and remain calm in stressful situations.
    • Analytical mindset to analyse data and identify trends or areas for improvement.
    • Self-motivated with the ability to meet tight deadlines without supervision.
    • Ability to work well in a team environment.
  • Proven track record of successfully leading and managing a team, preferably in a fast-paced and multi-channel contact centre environment.
  • Proven track record in the ability to analyse data, generate reports, and utilise insights to drive improvements.
  • Strong technical background with a deep understanding of the technical support industry and best practices.
  • Proficient in utilising contact centre technologies and software, such as ticketing systems, customer relationship management (CRM) tools, and workforce management systems.
  • Reporting and Analytics: Establish key performance indicators (KPIs), create reports, operational reviews and analyse data to measure and report on contact centre performance, identify trends, and proactively address areas of improvement.

What We Offer:

  • Opportunity to work with a global leader in the fintech market.
  • Chance to develop and lead a team of technical support agents.
  • Collaborative and dynamic work environment.
  • Professional development and growth opportunities.

How to Apply:

Please submit your application, including your resume and a cover letter, to [insert contact information].