Customer Support Team Lead

3 days ago

Melbourne, Victoria, Australia Evolution Business Systems Full time

About Evolution Business Systems

Evolution Business Systems (EBS) is a leading business management software specialist that equips its clients with software designed to achieve their business goals. As a certified Microsoft partner, we have an expert focus on Microsoft Dynamics 365 Business Central.

We offer Australian businesses complete, whole-of-business software solutions, including Microsoft Dynamics 365 Business Central, Continia Document Capture and Expense Management, Employment Hero Payroll, Power BI, Jet Reports, and other ancillary solutions to automate organisations to be more productive.

Our success has stemmed from our core 'EPIC' values: An acronym for who we are and what we believe in: Integrity, Passion, Innovation, and Community. At EBS we are ethical and act with integrity. We enjoy ourselves and have fun. Our culture is creative, energetic, and dynamic. As we succeed, we give back to our customers, to our team, and to our community.

What We Offer

  • Hybrid working and workplace flexibility
  • Off-site team days
  • Weekly team lunches
  • A day off on your birthday
  • Two days paid leave per year for volunteer activities

About the Role

We are seeking a professional with experience and expertise within the technology space to help customers maximise the value they receive through our offerings. As a Customer Support Team Lead, you will be responsible for providing professional and timely support to customers across our suite of solutions.

You will lead and work closely with the Customer Support team to manage support responses and ensure customer satisfaction. Working in conjunction with EBS management, you are responsible for ensuring the smooth running of the Customer Support team, providing valuable input into the direction of the team, improvements, and its future growth.

Responsibilities

  • Lead and manage the Customer Support team, along with supporting recruitment and resolving HR issues in conjunction with Deployed and EBS management.
  • Manage workload across the team to ensure support responses and customer relationships are maintained to the customer's satisfaction and within scope to agreed KPIs through outstanding communication.
  • Monitor inbound support tickets and maintain support cases to effectively manage customer expectations and deliver exceptional customer outcomes.
  • Work with the Customer Support team on quality control, guidelines, processes, and procedures to ensure everyone is working in the same way and to the same standard.
  • Provide training and skill development to the Customer Support team, working with EBS management to build an appropriate learning and development schedule.

Requirements

  • Relevant IT tertiary qualification/s
  • Prior experience managing an off-shore IT customer support desk
  • Demonstrated extensive experience in supporting Microsoft Dynamics Business Central/NAV (2009 – current) and associated applications (Jet Reports, Power BI, payroll solutions, custom developments, and localisations, etc.)
  • Prior experience with end user training
  • Experience with technical document writing
  • Strong leadership skills and capability
  • Excellent verbal and written communication skills
  • Outstanding interpersonal and customer service skills
  • Exceptional time management, time recording and organisational skills
  • Capacity to learn and retain knowledge about systems, processes, products, and services quickly and accurately
  • Ability to maintain a high level of productivity, manage competing priorities and work effectively with high levels of autonomy and self-direction in a fast-paced, collaborative, and dynamic team environment
  • Strong collaboration and stakeholder management skills

What You'll Get in Return

  • Competitive salary and benefits package
  • Opportunities for career growth and advancement
  • Supportive and inclusive work culture
  • Learning and development programs
  • Collaborative and team-oriented environment
  • Recognition and rewards for outstanding performance
  • Modern and well-equipped office facilities
  • Diverse and challenging projects

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