About the opportunity

Join our Global Operations Team as a Customer Support Team Lead in Melbourne to make a real impact every day. We say that because we know that every conversation we have, every code line we write and every interface we design is another opportunity for us to enrich our customers’ experiences.

Reporting to the Senior Manager, Software Support, you'll help us drive engagement, excellence, and a focus on building relationships with our customers and colleagues, whilst meeting and exceeding service levels agreements for the resolution of support tickets. You'll also lead a team of Software Support professionals to meet the needs of our customers on software related enquiries. 

Some of the other responsibilities include:

• Manage a small offshore & regional team of customer support advisors in the delivery of software customer service   

• Collaborate with engineering peers to provide customer resolutions within agreed SLAs, advocating customer needs to effectively prioritise support ticket resolution  
• Partner with leadership and commercial teams to identify and plan essential work in the context of software support  
• Ensure that the team adheres to regional policies within software support for Xplor products  
• Contribute to frameworks and internal resources to support the resolution of technical issues within your team  
• Periodically review software support log(s); track performance and identify trends, anomalies, and opportunities for improvement  
• Proactively engage and upskill yourself in new iterations of the software along with your team  
• Find new ways to reduce the average ticket turnaround time and improve SLAs  
• Optimise, standardise, and manage Support metrics across all channels (call centre, online chat, email) to ensure customer satisfaction, and report statistical performance levels 

For this position, we offer a hybrid and flexible working model, where you will spend 2-3 days per week in the office and the rest working from home.

• Join a Great Team 
• $24.98 Per Hour
• Great Team Member Discounts on Offer 

WRAP on Southbank are looking for a Full-time Guest Service Agent who is passionate about providing excellent customer service to join the team.

Responsibilities include:

• Welcome and check in guests
• Communicate professionally
• Make bookings
• Assist guests during their stay

• Work closely with Senior Managers and Accounts Management team to align marketing activities and materials to mlcoa’s sales and marketing plans
• Responsible for creating and preparing all promotional materials and campaigns alongside driving technical requirements.
• Manage mlcoa LinkedIn pages, including content creation, reporting on results and optimising activity accordingly.
• Plan, create and schedule weekly and monthly communications in line with promotions, events and other marketing initiatives.
• Coordinate marketing calendar to ensure all activity is on track as planned and stakeholders are kept up to date on the status of work.
• Ownership of brand websites ensuring all content is up to date, working closely with external agencies to carry out required maintenance and updates.
• Develop and create all marketing materials in line with brand guidelines including flyers, product sheets, presentations, brochures and infographics.
• Organise and execute conferencing events, sponsorship and association relationships. Including end to end support of quarterly in-person educational seminars.
• Organise and oversee mlcoa’s national webinar schedule, including setting up event in Teams Webinar, preparing marketing material and comms to advertise to customers (Quick word, LinkedIn, mlcoa Website, vault Resources), support speaker with formatting slides and on the day of the session, set up ‘’resources webpage’’ and event survey etc.
• Manage mlcoa team email signatures via Exclaimer Cloud, including producing banners in line with current campaign
• Oversee the mlcoa pages on the MedHealth intranet, including internal and external document management
• Support and collaborate with stakeholders across mlcoa and wider MedHealth organisation.
• Monitor mlcoa national email inbox, and distribute correspondence to the appropriate individual, or state / territory office

As a Field Service Engineer, this individual must be team oriented and flexible, and actively seek to share information and assist his peers. Possesses solid communication skills, both oral and written. Demonstrates strong electronic repair troubleshooting methodology and maintains at least an intermediate technical level of product knowledge. Cross trains on products serviced in the field and displays proficiency in servicing either the Trace or X-Ray product line. Willingness to work on special projects, some of high visibility, as assigned. Looks for common-mode problem occurrences and seeks to resolve, both independently and with the aid of others. Has a working knowledge of PC applications (MS Word, Excel & Power Point) to provide clear, concise information summaries as needed.

Troubleshoots, services, installs (deploys) and repairs either Explosive Detection Systems (EDS) or Explosive Trace Detection (ETD) equipment at customer sites. Maintains field service log and filing system to properly initiate, organize and maintain all field service and job files until work is completed. When not on travel, individual will provide assistance to the Technical Support staff. Conducts follow up calls with the customer to check system status.

This is a Fixed term contract role for 2 years.

This role will have the rotating roster.

Responsibilities:

• Responsible for meeting daily service needs and driving customer satisfaction
• Installs, repairs, and maintains equipment in the field; provides customer training as required.
• Documents all inspections, maintenance, repair work and submits paperwork in a timely basis
• Order, install, and return parts and manages repair parts cycle time
• Reviews all logs for open issues and prepares formal reports to customers as necessary.
• Participates in Service sales opportunities and assists with promoting and implementing revenue programs.
• Ensures that tools and test equipment are properly maintained and calibrated
• Assesses product/equipment performance based on field support data; recommends modifications or improvements where applicable.
• Seeks to provide technical support to customers and other service professionals as required.
• Possesses a solid level of technical knowledge on the main company’s products in the region.
• Establishes and maintains a close relationship with senior level FSE’s and Product Specialist to support the needs of the customer and remain aware of current technical trends.
• Exercises every available measure to control and minimize costs.
• Comply with and ensure department compliance with Company health, safety, and environmental policies.
• Other duties as required.

As a high-growth tech company selling software in a competitive global market, the work is not easy. But it’s interesting and super fun. As the Customer Success Consultant, your primary purpose is to ensure our customers get, and keep getting value from their investment in Phocas. You strive to retain our customers, turn them into advocates for Phocas and proactively identify opportunities for further revenue growth within our existing customer base.

It’s what our consultants love about the work. Because it gives meaning to their roles. Oh, and did we mention it was fun?
No? Well, you’re in for a good time.

Here’s how you’ll do that

• Proactively drive activities that increase brand awareness, product presence and user adoption. This could be through regular customer account reviews, product demonstration, customer training, events and other marketing activities
• Provide exceptional service and support, and ensure the customer is gaining value from their investment through coaching, advice and training
• Guiding clients through onboarding, issue resolution, and adoption phases with your fantastic communication and training abilities
• Identify new business opportunities within the account for revenue growth
• Collaborate with global colleagues to continuously improve products, internal processes and documentation as they relate to customer success

This is what you’ll need to do it

• A love of working with customers and developing long-term value
• Excellent presentation, training and communication skills
• You enjoy building rapport with your customers, and staying up to date with product enhancements and features
• Financial planning, accounting, or financial modeling knowledge, as well as an understanding of ERPs is essential
• Solid understanding of business needs and customer focus with a dedication to customer experience
• Previous experience within a Customer Success role within SaaS

A bit about us to see if we’re a match for your enthusiasm

We’re a business planning and analytics company on a mission to make people feel good about data. We’ve been hard at it for 20+ years, helping 2,300 companies turn complex business data into performance boosting results. Despite our global status, we’ve held on to our start-up roots. The result is a workplace that’s fast, exciting and designed for fun.

Create your happy place!

We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.

Phocas is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.

#LI-EA1

• Bachelor's degree in Business, Information Technology or another related subject. In lieu of degree, relevant equivalent experience required.
• Minimum 3 years’ prior experience working in Customer Success or Account Management roles
• Proven track record of meeting or exceeding retention goals / customer satisfaction metrics
• Experience with Phocas or related products – other BI, CRM, ERP software products

• Previous experience working within the SaaS/IT industry
• Familiarity with financial planning, accounting, or financial modeling is essential