This role sits within our Afterpay / Clearpay (UK Brand) Customer Service team and will play a key role in ensuring we meet our Service Delivery obligations specific to a number of speciality global processes across a number of different aspects of Customer Service Support (such as Social Media, Payment Investigations and Remediation activity when required). 

We are passionate about delivering an effortless customer experience measured through fast and easy resolution. This role leads a team focused on solving customer problems every day. As a CS Global Support Team Leader you will have accountability for the performance of a local team alongside a 24*7 offshore team(Partner based). 

Given the constantly evolving nature of our business and operation; the scope of processes cared for within the Global Support team will likely evolve over time

Primary reporting line: 

Customer Service Operations Manager

Key responsibilities:

• Responsible for the service delivery (measured through Time to Resolve, Average Speed to Answer, QA and Productivity goals) of key Customer Service (CS) speciality processes; primarily focused on Social Media servicing channels and Payment Investigations service contacts. 

• Play a key role in identifying internal tech incidents impacting customers / service delivery and partnering with Global CS leaders and the wider Operations community to build and implement remediation plans as required from Tech incidents. Liaise with other functions as needed to solve issues from time to time (Product, Marketing, Legal and Compliance)

• Run the Global Support Team; participate and lead  daily, weekly and monthly operating rhythms that drive our CS engine; such as daily huddles, team meetings and weekly, fortnightly and monthly process performance reviews both internally and with Partner teams as required

• Coach, performance manage and support the development  as per guidelines for direct reports and work in consultation with Partner TLs / Managers to ensure Parter team members performance meets expectations

• Prepare weekly/monthly Operations reports and lead partner performance reviews as needed

The Desktop Support Engineer is part of a highly technical engineering team responsible for providing technical support and maintenance for desktop computing environments within an organization..

This role will be a unique blend of hands-on delivery providing technical assistance to end-users by troubleshooting hardware, software, and network-related issues. Respond to help desk tickets, identify problems, and implement effective solutions to ensure minimal disruption to user productivity. This includes receiving, prioritising, documenting and actively resolving end user requests.

There are a number of technologies that we envision being part of our future, or valuable skills that will make understanding our existing architecture easier. Problem resolution may involve the use of diagnostic and tracking tools as well as a requirement for the individual to give in-person, hands-on help desk advice.

• Reporting to Vice President of Engineering & IT
• Commencing ASAP
• 100% In-Office requirement working Monday – Friday

What will a normal day look like? 

• Provide first line support for all IT related Issues and problem
• Provide technical desktop support to staff including computers, laptops, phones, printers, network patching, Wi-Fi etc.
• Field and prioritise requests from end users in a prompt and courteous manner and work to resolve them
• Escalate requests when required, to the appropriately skilled IT Level 2 or 3 resource
• Perform root cause analysis for Help Desk requests
• Providing configuration management and security compliance for the software and hardware.
• Apply diagnostic tools to aid in troubleshooting as and when required
• Perform post-resolution follow up to ensure user satisfaction and proper problem resolution
• Maintain the IT Asset Register & IT Service desk
• Learn appropriate software and hardware utilised by TSA such as MS Office applications
• Assisting Systems or Database Administrators with IT requests
• Assist team members with tasks as required and outlined in the Project scope
• Developing and updating standard operating procedures and documentation.
• Completing service requests or incidents tickets in support of the business.
• Maintain accurate inventory records for desktop hardware and software assets. Track hardware and software lifecycles, plan for replacements or upgrades, and assist with procurement processes.
• Always be prepared to design and implement security countermeasures, when network vulnerabilities arise.

What’s in it for you? 

• Attractive base salary
• Ongoing support and development 
• Grow in a supportive team environment
• Health and wellness benefits

This role is responsible for assisting the Sales team in their day to day efforts.

You will attend meetings to work with clients to identify their needs, take minutes, and develop custom proposals to meet their needs. In addition, you will work through pre-sales to develop supporting documents and ensure all deals are tracked through the Customer Relationship Management (CRM) solution. The following outlines the responsibilities of this role:

• Develop and Review proposals through online solutions and in MS Word
• Support the sales team with client quotations
• Document all relevant client information and interaction via the CRM
• Maintaining relationships with existing customers and vendors
• Preparing PowerPoint presentations and sales displays
• General sales administrative and ad hoc tasks

This pivotal role will form close relationships across the Offensive, Defensive and Advisory teams to gather information as needed to develop customised proposals.

This role will require someone with a keen eye for detail. We are looking for a self starter who is driven and self-motivated. You will need to be a team player as this role works with all members of the Triskele Labs team.

For this role, the following traits are required as a minimum:

• Critical thinking and ability to be quick on your feet
• Exceptional written and verbal skills
• Ability to quickly develop and nurture relationships
• IT fluency mandatory
• Ability to solve tough problems
• The ability to handle pressure and meet deadlines
• Skill in prioritising and triaging obligations
• Attention to detail
• Excellent time management and organisation

Triskele Labs are an equal opportunity employer and this role is open to all applicants.

Benefits of the role include:

• Market rate salary.
• Up to 12 weeks paid parental leave for primary or secondary care giver
• Employee Assistance Program
• Flexible work arrangements

We believe we have the best culture in any cybersecurity company in Australia. Our team all strive for the best and look after each other. This role will take us to a team of over 45 with sights set on 100+. We provide support to all our team members including an Employee Assistance Program (EAP) and have a highly inclusive and collaborate culture and approach to everything we do.