Tech Support Team Leader

1 week ago

Adelaide Region SA, Australia Jackson People Solutions Full time

As a global leader in their specialist Technology field, this organisation is experiencing significant growth in Australia. As a result, an exciting opportunity has arisen for a Technical Support Team Leader position.

Key Responsibilities
- Lead the co-ordination of the Technical Support your team under the direction of the Senior Operations Manager or their nominated delegate to meet expectations of the role.
- Drive Customer Support team performance to ensure best in class customer experience and satisfaction.
- Work closely with other teams within the environment to assist in the resolution of customer issues.
- Investigate issues that have been escalated to Level 2 and provide solutions to clients.
- Resolving problems arising from customer or team member complaints, and unusual requests and inquiries.
- Assign duties and shifts (rosters) to team members and observe performances to ensure adherence to policies and established operating procedures.
- Provide training and development to support team members.
- Provide information to the Senior Operations Manager on team members' professional ethics, competence, or conduct, to encourage greater participation in organisational activities.
- Assist in the Company’s goals to obtain optimum efficiency and economy of operations.
- Ensure individual key performance indicators (KPIs) are met in line with company requirements.
- Maintain high quality CSAT & NPS scores via targets set by the business.
- Escalate technical issues to Geotab where required.
- Assist in creating policy and process documents for staff and clients and assist in training of the level 1 support team where required.
- Provide weekly and monthly reporting.
- Any other reasonable duties requested of you by the Senior Operations Manager to assist in the operational requirements of the Customer Service Team.

**Requirements & Experience**
- Comply with all reasonable requests and directives from the Senior Operations Manager, designated nominee, or senior executives.
- Training and coaching of all team members.
- Experience leading a team including staff development.
- Experience with KPIs (personal and team-based)

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