Senior Technical Support Professional

2 days ago

Sydney, New South Wales, Australia beBeeProductivity Full time $180,000 - $250,000
Technical Support Leadership Position

This senior leadership role leads a team of professionals who resolve complex customer technical issues. The Senior Technical Support Leader will manage customer relationships, enable their team to deliver exceptional experiences, and drive product improvement.

As part of a dedicated organization, you will be empowered to accelerate transformation for customers worldwide. With a global presence, the organization is on a mission to empower customers through differentiated experiences.

Duties and Responsibilities
  • Team Management: Lead a team of experts to solve complex customer technical issues, driving accountability and attracting top talent.
  • Issue Resolution: Manage customer relationships regarding technical support and act as an escalation point for engineers to remove obstacles.
  • Readiness Development: Ensure your team has the technical skills required to provide excellent customer experiences.
  • Process Improvement: Participate in case review meetings, identify resources to implement automation or tools, and ensure your team understands the feedback cycle.
  • Collaboration: Establish strategies to promote effective collaboration across teams and organizations to deliver exceptional customer experiences.
Requirements
  • 5+ years of operational excellence, delivery management, account management, sales, or vendor management experience.
  • OR a Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 3+ years of operational excellence, delivery management, account management, sales, or vendor management experience.
  • OR equivalent experience.
  • 1+ year(s) of people management experience.

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