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Senior Technical Support Manager – Melbourne

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Senior Technical Support Manager – Melbourne

October 17, 2016
Working for a Large Software Vendor with offices globally. 

We seek a senior Technical Support Manager with a positive can-do mindset to join a large support team in Melbourne.

 

The Senior Technical Support Manager will see you lead a team of Technical Support Analysts – providing technical support for various client-server, SaaS and Cloud-based software products.

You will be responsible managing a high-performance team, managing customer escalations, managing service levels, driving support improvement initiatives and ensuring the highest levels of customer satisfaction.


Responsibilities:

  • Coach team members in dealing with various customer issues.
  • Ensure the highest levels of operational support excellence
  • Create a culture of performance, accountability and customer advocacy
  • Facilitate individual and team growth and development.
  • Assist in long-range strategic planning that will meet changing and future needs of the business.
  • Ensure the highest levels of customer satisfaction
  • Working directly with customers in the management of technical and business impacting issues.
  • Manage customer and sales escalations to a successful outcome
  • Proactive approach to team management, foreseeing issues before they become a problem
  • Ability to communicate with and influence other departments with differing priorities.
  • Communicating complex messages to employees to enhance their understanding of the global strategy.
  • Maintaining a global approach to customer support issues and management.
  • Exercise independent thought within defined procedures and practices.

Your attributes:

  • Experience as a senior Technical Support Management role – managed teams locally and also overseas useful
  • Proven people leadership skills
  • Proven ability to develop and maintain relationships with internal and external users
  • Proven customer skills and ability to communicate with all levels of organisations
  • Supporting technology solutions within an organisation, from executive management through to the technical staff
  • Project management and problem-solving skills
  • Strong verbal agility and fluent spoken and written communication skills
  • Inquisitiveness to learn new products and ideas.
  • Must excel in a fast-paced, diverse environment

On Offer:

  • Great Salary
  • Healthcare benefits
  • Yearly Bonus
  • Great location / offices / Team
Please apply here – of if you require further information please call Steve Wilson – 02 8070 9349. Role is based in Melbourne and requires a valid work visa
  • Job Categories: IT & Telecomms ( Project Management / Team Lead )
  • Job Types: Permanent / Full Time
  • Job Location: Melbourne

CLICK HERE TO APPLY FOR THIS JOB

Steve Wilson

MD & Head of IT
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I’m very proud to be the Founding Partner of CITI Recruitment. We’re an Award winning IT Recruitment Firm specialising in the Niche & Emerging Technologies. Our name is synonymous with the supply of highly skilled, hard-to-source, IT Professionals. Personally, I specialise in EAI, SOA, BPM and Executive IT Recruitment. Feel free to get in contact with me anytime to learn more about what we can do for your business or career.

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Meet the CITI Team


  • Steve Revins

    Senior Tech Talent Manager

IT & Digital Recruitment Without Guesswork

"Our strength lies in understanding the complete client environment, which includes not only the technology but also the mindset of the individuals working in IT environments. We provide a hiring solution that serves both the needs of its clients and candidates. We provide a premium IT talent management service supported by well thought out business processes and operating methodologies." - Steve Wilson, Founder CITI Recruitment

  • Steve Revins

    An Irish cat living the dream in Sydney I don’t know what to tell ya! Even though I’m a long way from the homeland I’ve successfully built up 5 years of local industry knowledge specialising in emerging technologies. I have a strong JAVA and Ruby on Rails following in NSW and VIC. I also have extensive experience sourcing specialist software development teams for technology companies with highly transactional, high volume, data intensive environments. Let’s catch up for a pint, but do send me a message and we’ll see what happens!

    Steve Revins

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