Title: Support Team Lead
Location: Australia
Reporting to: Client Services Director
Job Description:
The Support Team Leader is responsible for managing the provision of Support Services to the Astute client base, as well as managing the Support Team Members. The position has overall responsibility for delivery of all free client Support, and managing the Support Team, as well as ensuring paid Support is triaged to the Client Services Team correctly.
Job Responsibilities:
� Take overall responsibility for investigating support queries created via telephone and onlinedesk.com.
� Ensure paid support queries are targeted to the relevant team member according to the requirement.
� Ensure effective analysis and solutioning of queries through the support channel.
� Ensure critical queries are escalated to the Client Services Director or the Development Director without delay.
� Ensure repeated requests or concerns are escalated to the business so that product issues affecting a large client base, or affecting a client multiple times can be clearly and quickly identified.
� Work consistently towards delivering continuous improvement of support processes and service levels.
� Manage all support team members.
Experience, Skills, and Knowledge required:
� Ability to work with internal and external clients to provide solutions to users of the software.
� Excellent technical understanding of the Astute Payroll system
� Ability to master and administer improvements to Desk.com (or any other helpdesk software
� Ability to master Jira and work with Software Director to continually improve and refine the process of ticketing.
� Excellent verbal and written communication skills
� Ability to engage with clients at all levels in a professional manner.
� Excellent attention to detail
� Customer service focused.
� Strong analytical skills
� Excellent communication skills
� Resilience
� Methodical / attention to detail
� Commitment to quality service
