Japanese-Speaking Technical Support Team Leader
Hybrid Working arrangements
Sydney CBD
The client is a team of skilled, reliable, innovative, and creative software development professionals who have extensive experience delivering software and application projects. They will work with the tech that is right for our client solution. You will begin with a 3-month training period to familiarize yourself with daily responsibilities. Initially, you'll perform the same tasks as other Technical Support team members. Over time, you'll progress to the Team Leader role, taking on additional duties such as creating rosters, ensuring compliance, conducting quality checks, and reporting team performance to managers.
As a Team Leader, you will guide a team of tech support professionals, manage daily operations, handle escalated issues, and support the manager in maintaining high-quality client service.
Job description
Team Leadership and Management:
Lead and mentor a team of tech support staff on rotating shifts, ensuring optimal performance and development.
Support the manager in scheduling, performance evaluations, and training initiatives.
Act as a point of contact for team members, providing guidance and resolving escalated issues.
Client Support:
Serve as the initial contact for client inquiries and technical issues related to our trading software.
Assess and prioritize incoming support requests, ensuring timely resolution and escalation when necessary.
Diagnose and resolve technical issues, including software installation, configuration, and connectivity problems.
Investigate disputes, either resolving or escalating them accordingly.
Maintain detailed records of support requests, solutions provided, and any recurring issues. Contribute to the development of an organized knowledge base.
Monitor clients' technical support inbox, live chat queue, and respond accordingly.
Communicate effectively with clients, providing clear and concise instructions and updates on issue status and resolution progress.
Collaborate with Level 2 and Level 3 support teams to escalate and resolve complex issues.
Liaise with other departments and third parties to assist in resolving clients' technical queries.
Training and Development:
Provide advanced training and guidance to team members
Support the roll-out of new applications by participating in user-experience testing.
Assist in the maintenance, testing, and use of CRM and other new technologies and applications as required.
Operational Excellence:
Respond in a timely manner to issues and requests raised by clients.
Manage multiple cases simultaneously, ensuring efficient and effective resolution.
Contribute to continuous improvement initiatives by identifying and implementing process enhancements.
Administrative Duties:
Support the manager in administrative tasks, including reporting, rostering, documentation, and team coordination.
Participate in regular team meetings, providing insights and updates on support activities and team performance.
Act as a backup for the manager, ensuring continuity of support services.
Requirements:
Native Japanese and Fluent in English
10+ years in customer support
Proven experience in technical support, preferably in a leadership or supervisory role.
Excellent problem-solving and analytical skills.
Strong customer service orientation and a commitment to client satisfaction.
Experience in a fast-paced software development environment is ideal but not mandatory
Banking or Trading experience (desirable) but not mandatory
Good communication skills both written and spoken
Strong critical thinking ability to prioritise effectively and ensure positive outcomes
Strong time management
Ability to work independently and as part of a team
At HOBAN we encourage applications from people with disability, people from diverse cultural and linguistic backgrounds, people of all genders, LGBTI people, and Aboriginal and Torres Strait Islander people.
We provide reasonable adjustments; including alternate formats to the recruitment process for individuals with disability. If you require an adjustment to be made during the recruitment process, please email our Adjustments Coordinator at [email protected] or visit hoban.com.au/adjustments for additional contact details. Please click here to apply.
Hybrid Working arrangements
Sydney CBD
The client is a team of skilled, reliable, innovative, and creative software development professionals who have extensive experience delivering software and application projects. They will work with the tech that is right for our client solution. You will begin with a 3-month training period to familiarize yourself with daily responsibilities. Initially, you'll perform the same tasks as other Technical Support team members. Over time, you'll progress to the Team Leader role, taking on additional duties such as creating rosters, ensuring compliance, conducting quality checks, and reporting team performance to managers.
As a Team Leader, you will guide a team of tech support professionals, manage daily operations, handle escalated issues, and support the manager in maintaining high-quality client service.
Job description
Team Leadership and Management:
Lead and mentor a team of tech support staff on rotating shifts, ensuring optimal performance and development.
Support the manager in scheduling, performance evaluations, and training initiatives.
Act as a point of contact for team members, providing guidance and resolving escalated issues.
Client Support:
Serve as the initial contact for client inquiries and technical issues related to our trading software.
Assess and prioritize incoming support requests, ensuring timely resolution and escalation when necessary.
Diagnose and resolve technical issues, including software installation, configuration, and connectivity problems.
Investigate disputes, either resolving or escalating them accordingly.
Maintain detailed records of support requests, solutions provided, and any recurring issues. Contribute to the development of an organized knowledge base.
Monitor clients' technical support inbox, live chat queue, and respond accordingly.
Communicate effectively with clients, providing clear and concise instructions and updates on issue status and resolution progress.
Collaborate with Level 2 and Level 3 support teams to escalate and resolve complex issues.
Liaise with other departments and third parties to assist in resolving clients' technical queries.
Training and Development:
Provide advanced training and guidance to team members
Support the roll-out of new applications by participating in user-experience testing.
Assist in the maintenance, testing, and use of CRM and other new technologies and applications as required.
Operational Excellence:
Respond in a timely manner to issues and requests raised by clients.
Manage multiple cases simultaneously, ensuring efficient and effective resolution.
Contribute to continuous improvement initiatives by identifying and implementing process enhancements.
Administrative Duties:
Support the manager in administrative tasks, including reporting, rostering, documentation, and team coordination.
Participate in regular team meetings, providing insights and updates on support activities and team performance.
Act as a backup for the manager, ensuring continuity of support services.
Requirements:
Native Japanese and Fluent in English
10+ years in customer support
Proven experience in technical support, preferably in a leadership or supervisory role.
Excellent problem-solving and analytical skills.
Strong customer service orientation and a commitment to client satisfaction.
Experience in a fast-paced software development environment is ideal but not mandatory
Banking or Trading experience (desirable) but not mandatory
Good communication skills both written and spoken
Strong critical thinking ability to prioritise effectively and ensure positive outcomes
Strong time management
Ability to work independently and as part of a team
At HOBAN we encourage applications from people with disability, people from diverse cultural and linguistic backgrounds, people of all genders, LGBTI people, and Aboriginal and Torres Strait Islander people.
We provide reasonable adjustments; including alternate formats to the recruitment process for individuals with disability. If you require an adjustment to be made during the recruitment process, please email our Adjustments Coordinator at [email protected] or visit hoban.com.au/adjustments for additional contact details. Please click here to apply.
