Application Support Lead

Location: Adelaide CBD, South Australia
Job Type: Permanent
Posted: 19 days ago
Contact: Jessica Gadsby
Discipline:
Reference: 243166

Our client is a highly regarded software company which has created a product to improve the work lives of thousands of people across Australia, New Zealand, and the USA.

This is a fantastic opportunity to join a great team in an organisation which has seen tremendous growth and is making the shift to becoming an enterprise level company.

In this role you will be responsible for:

  • Responsible for managing all aspects of support services across Australian and New Zealand clients.
  • Lead and grow a team of support engineers as we expand our client base in the region.
  • Deliver high level of customer satisfaction by ensuring proactive communication with customers and effective collaboration across various teams within the business.
  • Ensure resolution of incidents and support queries to meet or exceed client specific SLA's.
  • Monitor and report on SLA performance.
  • Act as an escalation point for support engineers as needed.
  • Review recurring incidents to identify and log problem tickets for deeper investigation.
  • Contribute to knowledge base content based on experience from resolving support incidents.

To be successful in this role you must have:

  • 7+ years of experience in providing technical support for enterprise applications with stringent SLAs with at least 3+ years in a support lead role.
  • Focus on delivering exceptional customer service.
  • Strong interpersonal and client communication skills.
  • Demonstrated resilience to handle challenges and solve complex client problems.
  • Proven ability to build and lead a high performing customer support team.
  • Hands on experience and technical background with ability to contribute to various areas as needed along with leading the team.
  • Experience is using service management tools like Zendesk, Remedy, ServiceNow, etc.

Your application will be highly regarded if you have:

  • Experience supporting SaaS based applications
  • Understanding and certification in ITIL framework
  • Prior programming backround in Java, RoR etc
  • Experience in web development
  • Experience in a Linux based environment

For a confidential discussion please call Jessica Gadsby on (08) 8112 7417, or please send through your updated resume for consideration. Please quote job reference 243166.



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