About the opportunity
Join our Education Vertical as an Application 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, Service Delivery, this role will lead a team of Support professionals to meet the needs of our customers on software related enquiries. As an Application Support Team Leader, you will 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.
Some of the other responsibilities include:
- Manage a regional team of Application 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 Application Support
- Responsible for the maintenance and performance of customer satisfaction levels, ensuring quality service is provided consistently
- Ensure that the team adheres to regional policies within Application Support for Xplor products
- Contribute to frameworks and internal resources to support the resolution of technical issues within your team
- Find new ways to reduce the average ticket turnaround time and improve SLAs
- Champion the standards for voice of the customer in both delivery and execution
- Manage staff performance against relevant KPI’s standards
- Support your team, where required, in customer meetings and calls, to review support issues and implement appropriate actions
For this position, we offer a hybrid and flexible working model, where you will spend 2 days per week in the office and 3 working from home.
