• Andrew Sweatman

Customer Support Manager


Customer Support Manager

We are looking for a qualified Customer Support Manager to join our team. You will be responsible for leading our technical support team to provide excellent customer service and resolve all technical issues.

As a Customer Support manager, you should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.

Ultimately, you should be able to ensure high quality technical support and increase client satisfaction.

Responsibilities:

  • Manage the support team and evaluate performance

  • Ensure customer service is timely and accurate on a daily basis

  • Recruit, train and support help desk representatives and technicians

  • Set specific customer service standards

  • Contribute to improving customer support by actively responding to queries and handling complaints

  • Establish best practices through the entire technical support process

  • Follow up with customers to identify areas of improvement

  • Develop daily, weekly and monthly reports on help desk team’s productivity

  • Provide customer feedback to the appropriate internal teams, like product developers

  • Comply and support our ISO 27001 Information Security Management System as it applies to your role in the organisation

Requirements

  • Proven work experience as a Customer Support manager

  • Hands on experience with help desk and remote control software

  • Solid technical background with an ability to give instructions to a non-technical audience

  • Customer-service oriented with a problem-solving attitude

  • Excellent written and verbal communications skills

  • Team management skills

  • BSc degree in Computer Science, Information Technology or relevant field

  • Knowledge of Environmental Health and Safety Systems would be valuable.

Benefits

Work with a great team of motivated people in a start-up environment in Port Melbourne, developing a product used by large companies across Australia. Free lunches on Friday and drinks fridge. You will be supported by experienced Managers with a chance to grow the company across Australia.