Specialist Customer IT Support Team Lead
My client is looking for a Customer IT Support Team Lead who is flexible, has a can-do attitude and thrives in providing the best customer support.
Summary about this job
Team Leaders
Company: Michael Page Technology
Location: Sydney
Work type: Full Time
Salary: n\a
Phone: +61-3-3627-1820
Fax: +61-3-4838-5425
E-mail: n\a
Site: n\a
Detail information about job Specialist Customer IT Support Team Lead. Terms and conditions vacancy
- Take ownership of the Tier 1 & Tier 2 teams
- Australian Consumer Law (ACL) experience
- Bi lingual candidates would be preferred
My client is looking for a Senior Customer Support Manager who is flexible, has a can-do attitude and thrives in providing the best customer support to customers but ensuring their team provides the same. International stakeholder engagement on a day to day basis, ability to conduct & run your own training for the organisation - autonomy and teamwork is essential.
Client Details
My client is making dents in the world of Digital. They thrive on providing a world full of creativity, innovation and are always promoting the value of 'dream big'. An office of approximately 15 staff with an excellent culture, modern office with various amenities on-site.
Description
The key duties & responsibilities are outlined below;
- Provide technical leadership to Tier 1 (Customer Support) & Tier 2 (Technical Support) Teams
- Resolve all sales & technical issues via phone, email, live chat & varied media portals as part of the escalation to Tier 3, should Tier 1 & 2 teams not solve
- Document all transactions & customer communication within the Global CRM system
- Aim for first contact resolution & meet productivity levels in compliance with guidelines
- Quality review of Tier 1 & Tier 2 customer support enquiries
- Advanced troubleshooting, configuration and troubleshooting laptop, slate, and tablet platforms using advanced knowledge of Microsoft Operating Systems, Mac OS X, Android and iOS
- Responsible for the creation of knowledge base management articles & video that help solve the customer's problem via self-service model
- Be the voice of the customer - rely information back to Development & Engineering teams
- Develop and support policies and procedures for customer support team ensuring compliance with applicable Privacy & Consumer Protection Laws (CPL)
- Responsible for call centre training and repair center education and operational support
Profile
The desired candidates profile should contain the below;
- Customer Care/Focused individual with a positive, flexible and can-do attitude, with excellent customer soft skills
- Technical Skills and ability to learn technology quickly (Tier/Level 3 support team scope) - Apple/Windows/iOS/Android exp.
- Escalation Support (T3), CSAT/NPS monitoring, Knowledgebase, Agent/Team Training, QA (Hardware/Software/Agent level)
- CRM system and case escalation management for AU/AP/Global
- Ability to work independently and with local/remote teams, takes ownership of any issue/challenge working to resolution.
- ACL requirements and experience, knowledge of consumer protection laws/guarantee Act. in Australia
- Excellent written and verbal English skills - Organised individual with good communication skills
- Bi-lingual skills advantageous
Job Offer
A permanent opportunity for am experienced IT Support Analyst to progress their career to the next step. Salary on offer is between $60,000 to $80,000 package plus bonus.