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Digital Support Lead

2 months ago

Sydney, New South Wales, Australia JD Sports Australia Full time
About JD Sports Australia

JD Sports Australia is a leading global sports fashion retailer, known for its unparalleled service and style. With over 60 stores across Australia, we offer a captivating connection to the universal culture of Sport, Music, and Fashion.

The Role

We are seeking a highly skilled Digital Support Lead to join our growing Digital team. The successful candidate will be responsible for efficient and effective delivery of technical support services, maintaining high levels of customer satisfaction.

Key Responsibilities
  1. Issue & Change Management
    Oversee the resolution of technical issues and ensure timely responses. Handle escalated business issues and provide advanced technical solutions. Maintain high standards of customer service and satisfaction. Act as a liaison between the support team, other departments, and management.
  2. Crisis Management
    Lead the support team during high-pressure situations or crises. Ensure clear communication and swift resolution during incidents. Implement monitoring tools and systems to detect early signs of potential crises.
  3. Reporting & Documentation
    Prepare and present regular reports on support metrics and team performance. Perform and document root cause analyses for major incidents. Develop and maintain a comprehensive knowledge base with articles on common issues, troubleshooting steps, and best practices.
  4. Team Management
    Identify and develop talent via coaching, mentoring, and the implementation of individual Team Member learning plans. Conduct training sessions to enhance the team's skills and knowledge in integration technologies.
Requirements
  • 1-2 years' minimum experience in a similar role
  • Experience using Microsoft Navision System is preferred
  • Intermediate computer literacy with Microsoft Excel
  • Strong attention to detail and high level of accuracy
  • Proven ability to work towards tight deadlines
  • Exceptional verbal and written communication skills
  • Ability to effectively deal with difficult situations and problem solve
What We Offer
  • Central CBD location
  • Pre-pay day lunches
  • Birthday leave
  • Competitive Salary
  • One month paid parental leave
  • Referral bonus scheme
  • Training and development to evolve and shape your career
  • Opportunity to progress across all areas of the business
  • Attractive staff discount
  • Access to our Employee Assistance Program & Mental Health champions