Our Client is a dynamic software business who are currently experiencing rapid National growth.  Their niche and state-of-the art suite of technology products is improving workflow, increasing profitability and stimulating growth for their clients in the corporate sector.

This position is ideal for an ambitious, customer focused, proactive and motivated Tech Support Team Leader who is an expert in problem solving and providing technical support to mentor a group of talented and passionate tech support professionals. Every day, you will collaborate across the Australia-wide business to ensure the team are consistently delivering legendary service.  You will work closely with Sales, Marketing, Product and Training departments in a fun and fast-paced environment to blance the growing skills and knowledge of the support team.

Reporting to the National Operations Manager, specific duties include:

• Mentoring, coaching and leading a team of Support professionals (currently x6 and growing) who provide front line telephone and email technical support to clients
• Coaching, developing and inspiring the team to go the extra mile to provide exceptional service
• Adopting a player-coach mindset where you lead by example
• Contributing to the the ongoing development of the CX framework to help measure success, drive day-to-day operational excellence, balance proactive and reactive contact strategies and analyse incident trends
• Collaborating with the wider Australian team to understand customer pain points and advocate for clients by surfacing customer insights, product issues and enhancements to improve client service
• Engaging with clients on a regular basis to assist with escalations and champion the VOC program in conjunction with the wider team

To be considered for this role you have a minimum of 5 years experience in a technical application support role along with a providen record in being a role model and mentor in support/helpdesk environments (ideally SaaS). You will have the ability to think critically and logically, be confident to forecast contact volumes and be comfortable working with various data sources.  The ability to communicate promptly, clearly and accurately with business clients is essential as is the motivation to learn and grow with this progressive and dynamic team.  You will have a thirst for knolwedge - be curious, collaborative and good with objective feeedfback.  IT qualifications are preferred but not essential.

Remuneration Guide is up to $80,000 + Super depending on experience.

This is an opportunity to work for a truly inspirational and modern firm who value their staff and encourage ongoing career development within a supportive and dynamic team.  The position can be based in either NSW, QLD or VIC as the business has offices in every state.  The Company offer very flexible WFH arrangements with many of the team working from home full time.