Mining Software Support Team Lead (Hybrid—Perth)

RPMGlobal; Perth; Sur place; AUD 90 000 - 120 000; Plein temps

Résumé du poste

RPMGlobal in Perth is seeking a dynamic Customer Support Team Lead to guide a team of consultants delivering top-tier service to clients. The role focuses on resolving technical issues, driving customer satisfaction, and coordinating with Product Development, Consulting, and Sales to ensure a seamless experience.

The position is permanent full-time, based in our Perth CBD office with occasional work-from-home; a mining-application background is preferred and ITIL certification is advantageous.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field.
• 3 years experience in customer support, with at least 1 year in a leadership role.
• Strong technical knowledge of software applications and troubleshooting.
• Excellent communication and interpersonal skills, with the ability to build strong relationships.
• Proven ability to lead and motivate a team in a fast-paced environment.
• Strong problem-solving skills and a customer-centric approach.
• Ability to proactively takes ownership of tasks and drive them to successful completion
• Familiarity with ticket management software.
• ITIL certification and experience preferable.
• Exposure to the mining industry would be highly regarded.
• Strong command of the English language in both verbal and written form
• Must have the legal right to work in Australia.

Responsabilités

• 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 other departments, including 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.

Connaissances

Leadership

Customer support

Communication

Problem solving

Ownership

Team motivation

ITIL

Mining exposure

English fluency

Formation

Bachelor's degree in CS/IT/Business

Outils

Ticket management software

Description du poste

RPMGlobal in Perth is seeking a dynamic Customer Support Team Lead to guide a team of consultants delivering top-tier service to clients. The role focuses on resolving technical issues, driving customer satisfaction, and coordinating with Product Development, Consulting, and Sales to ensure a seamless experience.

The position is permanent full-time, based in our Perth CBD office with occasional work-from-home; a mining-application background is preferred and ITIL certification is advantageous.