Mining Software Support Team Lead — Hybrid

RPMGlobal Holdings Limited; Western Australia; Hybrid; AUD 90,000 - 130,000; Full time

Job summary

RPMGlobal Holdings Limited is seeking a dynamic Customer Support Team Leader to manage a team of Customer Support Consultants and deliver outstanding service to clients from our Perth office. The role focuses on resolving technical issues, driving a high-performing, customer-centric culture, and collaborating with Product Development, Consulting and Sales.

The ideal candidate will have a bachelor's degree in a related field, 3 years in customer support with at least 1 year in leadership, and

Qualifications

• Bachelor's degree required in CS/IT/Business or related field.
• 3 years experience in customer support, with at least 1 year in a leadership role.
• ITIL certification and mining software familiarity preferred.
• Strong English communication skills, both written and verbal.

Responsibilities

• Lead, mentor, and manage a team of Customer Support Consultants, fostering a positive and productive work environment.
• Oversee daily operations of the Customer Support team, including ticket management, performance management, and quality assurance.
• Provide technical assistance and support for software applications, resolving customer issues efficiently and effectively.
• Ensure team adherence to customer support policies, procedures, and best practices to enhance service delivery.
• Monitor and analyse support metrics to identify trends and areas for improvement.
• Collaborate with Product Development, Consulting and Sales to ensure a seamless customer experience.
• Conduct regular training sessions to keep the team updated on product knowledge and customer service skills.
• Handle escalated customer inquiries and complaints, ensuring timely and satisfactory resolution.
• Prepare and present reports on team performance and customer feedback to senior management.

Skills

Leadership

Customer service

Communication

Problem solving

Education

Bachelor's degree in Computer Science, Information Technology, Business Administration, or related field

Tools

Ticket management software

Job description

RPMGlobal Holdings Limited is seeking a dynamic Customer Support Team Leader to manage a team of Customer Support Consultants and deliver outstanding service to clients from our Perth office. The role focuses on resolving technical issues, driving a high-performing, customer-centric culture, and collaborating with Product Development, Consulting and Sales.

The ideal candidate will have a bachelor's degree in a related field, 3 years in customer support with at least 1 year in leadership, and