Head Of Support And Professional Services

5 days ago

Adelaide, South Australia Aspire Software Full time

**Aspire Software, a division of the Valsoft Corporation, is seeking a Head of Support and Professional Services to manage a subsidiary recently acquired**

**Here is a little window into our company**: Aspire Software, the operational arm of Valsoft Corp, operates and manages Valsoft's global portfolio of wholly owned software companies, providing mission-critical solutions across multiple verticals. By implementing industry best practices, Aspire delivers a time sensitive integration process, and the operation of a decentralized model has allowed it to become a hub for creating rapid growth by reinvesting in its portfolio.

**What your day will look like**:

- Plan and monitor the day-to-day support operations of the business to ensure smooth progress (support department / professional service department)
- Create effective customer service procedures, policies, and standards
- Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis
- Implement and monitor key performance indicators (answer rate / close rate / billable services / etc.)
- Maintain accurate records and document all customer service activities and discussions
- Hire and train new customer service agents
- Interact directly with customers on escalated support issues
- Use support tools and documentation to investigate issues and answer questions relating to bugs, system configuration and how to use the functionality of the products
- Find potential improvement in any areas of the department to help increase productivity amongst staff and level of service to the customer
- Setup and monitor NPS reports

**About You**:

- 5 years' experience as a manager in Customer Support and or Professional Services
- Outstanding communicator (written and verbal) with unmistakable interpersonal skills in managing people both at staff support
- Ability to implement, monitor and drive best practices with clear KPIs throughout both departments
- Bachelor's degree in Business Administration or relevant field
- Experience in SAAS mandatory
- Experience managing field based technical staff
- Good understanding of management practices and techniques
- Proven team management (dealing with staff of 20+ is an asset)
- Technical awareness and ability to understand new software and services
- Proven people management, including HR general management knowledge an asset
- Offshoring experiences
- Proficiency with Microsoft Office 365
- Customer service software's (Zendesk, TeamSupport, Intercom, Zoho, Jira Service Desk)
- Salesforce CRM
- Professional services software (Upland / Servicenow / etc.)
- Legally authorized to work in Australia

There is room for career growth, and we want you to feel like part of the team

  • Systems Engineering Professionals

    2 days ago

    Adelaide, South Australia Downer Professional Services Full time

    OverviewJoin to apply for the Systems Engineering Professionals - Adelaide role at Downer Professional Services.Downer Professional Services is seeking to engage skilled professionals with Defence or Defence industry experience to join our permanent workforce and support complex defence and national security projects that safeguard Australia's future.Downer...

  • Systems Engineering Professionals

    3 days ago

    Adelaide, South Australia Downer Professional Services Full time

    OverviewJoin to apply for the Systems Engineering Professionals - Adelaide role at Downer Professional Services.Downer Professional Services is seeking to engage skilled professionals with Defence or Defence industry experience to join our permanent workforce and support complex defence and national security projects that safeguard Australia's future.Downer...

  • Head Veterinarian

    3 days ago

    Adelaide, South Australia VetPartners Australia and New Zealand Full time

    Join to apply for the Head Veterinarian role at VetPartners Australia and New Zealand1 day ago Be among the first 25 applicantsJoin to apply for the Head Veterinarian role at VetPartners Australia and New ZealandGet AI-powered advice on this job and more exclusive features.Description– Head Veterinarian OpportunityAre you an experienced veterinarian ready...

  • Project Support Officer

    2 weeks ago

    Adelaide, South Australia Downer Professional Services Full time

    Join to apply for the Project Support Officer - Governance role at Downer Professional ServicesJoin to apply for the Project Support Officer - Governance role at Downer Professional ServicesDowner Professional Services provided pay rangeThis range is provided by Downer Professional Services. Your actual pay will be based on your skills and experience —...

  • Project Support Officer

    3 days ago

    Adelaide, South Australia Downer Professional Services Full time

    Join to apply for the Project Support Officer - Governance role at Downer Professional ServicesJoin to apply for the Project Support Officer - Governance role at Downer Professional ServicesDowner Professional Services provided pay rangeThis range is provided by Downer Professional Services. Your actual pay will be based on your skills and experience —...

  • Head Culinary Professional

    1 week ago

    Adelaide, South Australia beBeeCulinary Full time $60,000 - $80,000

    As a skilled culinary professional, you will play a pivotal role in delivering exceptional dining experiences for residents and guests across various sites.You will be responsible for preparing, cooking, and serving meals across breakfast, lunch, and dinner. Your outstanding service skills will ensure that clients and diners receive top-notch care. You must...

  • Head of College Services

    1 week ago

    Adelaide, South Australia Kaplan Full time

    Kaplan Adelaide, South Australia, AustraliaJoin or sign in to find your next jobJoin to apply for the Head of College Services role at KaplanKaplan Adelaide, South Australia, Australia1 day ago Be among the first 25 applicantsJoin to apply for the Head of College Services role at KaplanGet AI-powered advice on this job and more exclusive features.Direct...

  • SA Female Disability Support Mentor

    15 hours ago

    Adelaide, South Australia Innovative Support Services Full time $104,000 - $130,878 per year

    • ALDINGA location• Supportive Team Environment• Female Disability WorkersWe are seeking female Disability Support Workers to join our fantastic team in Adelaide.Your role is to support our clients living with a disability to go about their daily lives the way they want, by giving them support they need, when they need it. Working with our clients, who...

  • Head of Cancer Services

    1 week ago

    Adelaide, South Australia Manual Music Full time

    Head of Cancer Services - Senior Consultant OncologistJoin to apply for the Head of Cancer Services - Senior Consultant Oncologist role at Manual Music .OverviewIndicative Total Remuneration: up to $713,692 p.a. (subject to private practice arrangements)Lead the Future of Regional Cancer Care.Are you an experienced oncologist with a vision for...

  • Head Of Cancer Services

    4 days ago

    Adelaide, South Australia Manual Music Full time

    Head of Cancer Services - Senior Consultant OncologistJoin to apply for theHead of Cancer Services - Senior Consultant Oncologistrole atManual Music.OverviewIndicative Total Remuneration: up to $713,692 p.a. (subject to private practice arrangements)Lead the Future of Regional Cancer Care.Are you an experienced oncologist with a vision for transformative...