Support Manager

7 days ago

Thornleigh, Australia Calidus Group Full time

**Leading ERP software company expanding around the world**:

- **Supportive team with an upbeat culture**:

- **Generous salary package on offer + bonus**:

- **About the company**

Our client provides equipment and rental management software in a fully integrated ERP solution. Over the last 30 years, they have become the preferred true ERP software for companies that are serious about profit and evolving with technology. The fully integrated suite of modules includes Sales, Rentals, Service, Parts, and Financials plus helpful tools like CRM software.

From humble beginnings to becoming one of the world’s leading rental software companies is due to their tenacity to take on any challenge. Gaining business mainly through word of mouth and referral, they have grown their reputation for developing customised operations management software that manages the operations of businesses rather than just the invoicing.

**About the role**

Your role in a busy and dynamic Customer Service Team will be to build and lead the Application and Technical Support Teams that provides exceptional first and second-line functional support. You will ensure the team are responding to client queries in a timely manner, analyse the teams performance and search for ways to optimise systems and processes.

**Duties**

You will be reporting to the Director of Customer Success to develop and build a team that delivers exceptional customer service:

- Effective allocation of tasks to team members and managing the quality of the team's output
- Manage and track KPI's for the team - e.g., triage, 1st response, resolution
- Oversee mentoring, training, and development of team members
- Day to day management of the Application Support team, including timesheet review, annual appraisals, approving leave, identifying chargeable activities, and resolving conflicts
- **Skills & Experience**
- Previous Team Lead/Management experience
- A proven track record in a customer service support/helpdesk role
- Highly organised and able to manage priorities for a high volume of clients and team members
- Excellent attention to detail and problem solving skills
- Experience in a software development environment and knowledge of software development concepts.
- **Culture**

Their culture is supportive, inclusive and progressive. Many members of the team have been with the company for more than 10 years, which speaks volumes about their culture.

They always look to promote internally before taking any new roles to market which provides excellent career progression opportunities for their team.

**Benefits**

On offer is a generous salary package which will be based on experience. Long term there are huge career progression opportunities towards a more senior leadership role or there will be options to move into and lead other departments.

**How to apply

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