Payments Technical Helpdesk Manager

Who are we?

Quest Payment Systems is a unique organisation that develops innovative payment hardware, software and solutions for use across a diverse range of industry segments. (You have most likely tapped your card at one of our merchants’ stores!)

30 years history in the payment technology industry, building world leading products. Our major focus is to provide payment solutions that address the needs of both large and small organisations.

We are based in Hawthorn and only a short walk from Glenferrie and Hawthorn stations and only a short stroll to Glenferrie Road shops, restaurants, and cafes.

What you’ll do:

We’re looking for an approachable, high-performing Helpdesk Manager Team to join our Customer Experience team in Hawthorn. Our Customer Experience team supports Quest’s customers by providing technical support to merchants and businesses with their software and hardware queries when they encounter issues, or when they just need a helping hand to get something done.

To do this you will:

• Build great working relationships with your team, be a positive mentor and have honest conversations when needed.
• Drive a performance culture within your team.
• Be the point of escalation, always willing to step in with a particularly tricky customer or when someone in the team needs support.
• Effectively manage schedules and resource availability for the team
• Build positive relationships with the wider Quest Leadership and Operations teams to ensure success.
• Manage all day-to-day operations of the team
• Ensure excellent client satisfaction by achieving high SLA compliance
• Be first point of escalation for all team issues and severity cases
• Ensure all requests are being correctly assigned, categorised, and prioritised
• Ensure call to escalation to resolution times are adhered to and manage staff and training accordingly
• Create incredible standards of service quality performance, increase efficiency and ensure speed for clients and problem resolution standards are consistently high
• Keep focus on external client results around reporting and technical resolution efficiency
• Develop and maintain team processes and procedures
• Manage and analyse team reporting for management and team meetings
• Manage team roster work hours and breaks

Due to the nature of the infrastructure work, on-call after-hours work will be required.  

What are we looking for?

At Quest our team and our customers are at the heart of everything we do, so we’re looking for someone who is genuinely passionate about delivering excellent customer service and mentoring and growing a positive, passionate team.

We’re looking for:

• People leadership & management skills, and experience in leading a team in a Customer Support environment, preferably within Payments 
• Highly technical with the ability to understand complex problems
• Ability to learn Quest hardware and software products
• Be able technically assist the support desk with Quest products and reported issues
• Experience in diagnosis and resolution of software, hardware and network problems
• A fantastic relationship builder, keen to get to know people across the business
• Sound judgment, high level of initiative, the ability to self-manage and multitask, excellent organisational and time management skills
• Fantastic communication skills
• A proactive attitude, high level of attention to detail and with strong problem-solving skills

It would also be an advantage if you possess:

•  
• Knowledge of networking
• Knowledge of Client/Server architecture

Full training in our range of innovative products and services will be provided.

Why you should join Quest Payment Systems :

We provide great training and development and continual growth opportunities within one of the world’s leading payment technology company with a long history of over 30 years. We have a great culture, and awesome extras like team lunches, free lattes and a variety of social activities including Friday drinks!

Now that we’ve caught your attention, it’s time to catch ours! We want to hear about you and why you think you would be a great fit for the team. Apply with your CV and cover letter.

Please note applications will only be considered from candidates who are currently Australian citizens or permanent residents.

No agencies.