Working for a Large Software Vendor with offices globally.
We seek a senior Technical Support Manager with a positive can-do mindset to join a large support team in Melbourne. The Senior Technical Support Manager will see you lead a team of Technical Support Analysts - providing technical support for various client-server, SaaS and Cloud-based software products.
You will be responsible managing a high-performance team, managing customer escalations, managing service levels, driving support improvement initiatives and ensuring the highest levels of customer satisfaction.
Coach team members in dealing with various customer issues.
Ensure the highest levels of operational support excellence
Create a culture of performance, accountability and customer advocacy
Facilitate individual and team growth and development.
Assist in long-range strategic planning that will meet changing and future needs of the business.
Ensure the highest levels of customer satisfaction
Working directly with customers in the management of technical and business impacting issues.
Manage customer and sales escalations to a successful outcome
Proactive approach to team management, foreseeing issues before they become a problem
Ability to communicate with and influence other departments with differing priorities.
Communicating complex messages to employees to enhance their understanding of the global strategy.
Maintaining a global approach to customer support issues and management.
Exercise independent thought within defined procedures and practices. Your attributes:
Experience as a senior Technical Support Management role - managed teams locally and also overseas useful
Proven people leadership skills
Proven ability to develop and maintain relationships with internal and external users
Proven customer skills and ability to communicate with all levels of organisations
Supporting technology solutions within an organisation, from executive management through to the technical staff
Project management and problem-solving skills
Strong verbal agility and fluent spoken and written communication skills
Inquisitiveness to learn new products and ideas.
Must excel in a fast-paced, diverse environment On Offer:
Great location / offices / Team Please apply here - of if you require further information please call Steve Wilson - 02 8070 9349. Role is based in Melbourne and requires a valid work visa
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