Technical Support Team Lead

VALD is the world leader in technology for the allied health industry, providing innovative human-measurement technology to 4,500 clients in over 100 countries. If you have a favorite team in the NBA, EPL, or NFL, there's a good chance they use VALD Technologies.
Years on from its humble beginnings in Brisbane, Australia, VALD has grown to a team of over 220 team members in 29 countries, with three offices across Australia, the UK and USA.
Driven by a multidisciplinary team of researchers, clinicians, sports scientists, designers, developers and engineers, VALD's suite of systems offer unparalleled insight into human movement, performance, injury risk and rehabilitation.
About the role
We have plenty of growing left to do, so we are looking for a resourceful, organised and driven client focused individual to join our Support team as a Client Support Team Lead, and help us build our diverse, high-performing, global team.
What will the job entail?
In this role, you will:

• Providing top quality, timely support to our global customers across a range of products
• Become a product expert, knowing our systems inside-out
• Diagnosing and resolving issues via phone and email
• Liaise with key VALD personnel across the world to ensure customer needs are met
• Assist the team to reach effective resolution of helpdesk tickets, incidents, calls and interactions
• Be a point of escalation - you will also be a coach and mentor to the Support Team;
• Monitor and manage service Support Team performance
• Assist, develop and maintain effective documentation of support processes, and

We recognise that not all applicants will have the skills that match a job description exactly. VALD's best asset is not our technology, but our people and culture. We choose people based on how well we think they will work in the VALD team.
What will the ideal candidate look like?
You will be a self-starter who is comfortable supporting and education our amazing clients while empowering and leading a small team. You'll need great organisational and communication skills, as you'll work with a large number of internal and external stakeholders. Someone who has a can-do attitude and who is interested in technology and systems.
Key requirements for this role:

• A high degree of customer empathy
• A willingness to work closely with engineering staff to identify and improve existing support processes
• Outstanding communication skills
• High level of attention to detail and commitment to quality control
• Adaptable and willing to learn new skills and processes
• At least 4+ years experience as a Level 3 IT Officer or equivalent;
• Experience and demonstrated ability to provide technical expertise and guidance to resolve complex technical issues;
• Experience and demonstrated ability to lead a small team;
• Professionally manage small to medium projects with reporting to management;
• Previous experience participating in a range of IT projects;
• Ability to manage and support users in remote and varied locations;
• Ability to manage priorities and triage incidents;
• Ability to work autonomously and as a team;
• Superior problem solving and adaptability;
• Able to identify and prioritise improvement methods;
• Adaptable and flexible in approach and solutions;

Desirable traits:

• Prior experience working with SQL
• Prior experience working with APIs

Why VALD?
An opportunity to be part of revolutionizing the health and performance industries is just the beginning when you join VALD. Named in LinkedIn's Top 25 Startups for 2022 in Australia, VALD's best asset is not our technology but our people and culture.
We have a range of benefits we offer to our team, such as:

• The opportunity to work in a company that is redefining allied healthcare.
• Learn from a range of high-performing individuals and teams across a range of disciplines.
• Be part of a down-to-earth, inclusive and vibrant team.
• Chefs that prepare you delicious fresh breakfast and lunch.
• On-site barista to make your coffee just as you like it.
• Team gym, masseuse, and access to physiotherapy and exercise physiology services.

Diversity & Inclusion Commitment
VALD's best asset is not our technology but our people and culture. A culture of inclusion and diversity is critical to our business. We know diverse teams perform better. It's not a separate initiative – we aim to embed inclusion and diversity in everything we do. We are committed to fostering an inclusive work environment and embracing diversity, including gender, nationality, disability, age, marital/parental status, ethnicity, gender identity, socioeconomic background and sexual orientation. We welcome applications from people from all backgrounds.
Apply now
In your cover letter, please share with us why you think your experience is relevant to this role and how this opportunity fits into your longer-term career goals. We can't wait to meet you and discuss what a career with VALD could look like for you!
Successful applicants will be subject to background checks (including identity and criminal record checks). It will be a condition of employment that the background checks return acceptable results.