AddressWe are seeking an experienced Software Support Manager to immediately join our team and lead our customer support operations in a full-time role. The ideal candidate must be an exceptional team leader, a customer advocate, and have a proven track record of managing customer support operations.
About us:
Genix Ventures is a leading Australian provider of professional services and software solutions to government agencies and corporate customers across a variety of sectors including financial services, education, transport, utilities, healthcare, and life sciences. We are committed to delivering exceptional service and innovative products to our clients, ensuring their success in a rapidly evolving market. As a Support Manager, you'll play a crucial role in championing customer satisfaction and driving excellence in our support operations.
Position overview:
The Support Manager provides stewardship, leadership and mentoring for Customer Support Centre (CSC) Analysts and is a customer advocate. It is a key role in our customer facing team that guides transition from project to support, facilitates reporting and issue resolution and drives contract management and continuous improvement.
While Genix is based in Melbourne, our operations extend throughout Australia, and the position offers remote work options. Nevertheless, the ideal candidate must reside in and possess eligibility to work in Australia. Additionally, they should be prepared to undergo an Australian security assessment, as it is integral to fulfilling our customer obligations.
Job responsibilities:
- Direct line management including allocation of tasks and professional development of CSC Analysts
- Review, improvement of and adherence to CSC-related policies and procedures
- Managing, monitoring and ensuring support ticket KPIs are met.
- Contributing to the continual improvement of the support process by raising ideas with Project Managers and COO.
- Attending and chairing support conference calls/meetings and effectively represent the company.
- Prepare management and support contract-related reporting.
- Review support contracts ensuring adherence to requirements such as monitoring and upgrades.
Benefits:
- Potential for long-term career growth opportunities within the group and throughout our partner organisations, across Australia and overseas
- Work with a professional and successful Melbourne-based company that has been in operation since 2006 and continues to grow
- Simple organisational structure with accessible decision-making management touchpoints
- Flexible working environment – our office space is located in Melbourne, but this role can predominantly be working from home
- Work with a great culture and team, who are passionate about what they do and work collaboratively together to achieve it.
Required qualifications and experience:
- A Bachelor’s Degree in IT or related discipline (Highly Desirable).
- Post graduate certificates or qualifications in a related discipline (Highly Desirable).
- 5 to 7+ years’ experience working in a Customer Service or a similar (front-line) role
- ITIL Certified (Highly Desirable).
- Effective and strong customer service skills.
- Excellent written and verbal communication skills to effectively communicate.
- Ability to demonstrate an understanding of the SDLC
- Ability to work with minimal supervision, and make sound decisions on support matters in line with Company processes, policies and procedures.
- Ability to effectively represent the Company to external parties including customer representatives, and external service providers.
- High level analytical and problem-solving skills.
- Ability to learn solutions, retain and share knowledge across customised solutions.
- Proficiency in use of Atlassian JIRA and Confluence (Highly Desirable).
- Prior experience with Salesforce delivery and support (Highly Desirable)
How to apply:
If you are passionate about delivering exceptional customer service and driving operational excellence, we want to hear from you! Please submit your resume and a cover letter outlining your qualifications and why you are the ideal candidate for the Support Manager position at Genix.
Genix Ventures is an equal opportunity employer and is committed to diversity in the workplace. We thank all applicants for their interest; however, only those selected for an interview will be contacted.
