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Support Lead

Job Title: Support Lead
Contract Type: Permanent
Location: Adelaide CBD, South Australia
Industry:
Salary: Negotiable
Start Date: ASAP
Reference: 243166_1644196024
Contact Name: Jessica Gadsby
Contact Email: jessica.gadsby@peoplebank.com.au
Job Published: February 07, 2022 12:07

Job Description

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:

  • You have extensive experience in providing technical support for enterprise applications with stringent SLAs. You thrive on a challenge and love to solve complex problems.
  • You would have either managed or lead a support team but are still hands on with a technical background.
  • You will have with strong interpersonal communication skills to support both client interactions and leading a team.
  • You would have experience working in Linux based environment and used service management tools such as Zendesk, Remedy, ServiceNow, etc.

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



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