Description:
MiMembership (MiM) is a cloud based membership management application. We are looking for an experienced Support Lead to oversee our MiM Support Team and ensure high-quality technical assistance to users. The ideal candidate will be responsible for managing support desk operations and rosters, improving response times, maintaining customer satisfaction & help desk documentation, and ensuring efficient resolution of technical issues.
Key Responsibilities:
1. Support Desk Operations & Rosters:
- Manage daily operations of the IT support desk, ensuring timely and effective resolution of support tickets.
- Monitor ticket trends and identify recurring issues to implement proactive solutions.
- Ensure roster covers expected support hours across time zones
2. Customer Support & Satisfaction:
- Act as the escalation point for complex technical issues and customer complaints.
- Ensure a high level of customer satisfaction by monitoring feedback and implementing improvements.
- Develop customer service policies and best practices for support interactions.
3. Technical Support & Incident Management:
- Oversee troubleshooting, diagnostics, and resolution of software and integration issues.
- Ensure proper documentation of all support interactions.
- Coordinate with other teams and departments for major incidents and problem management.
4. Team Development:
- Mentor and train a team of MiM support specialists.
- Assign tasks and responsibilities to team members, ensuring balanced workloads.
5. Process Improvement & Reporting:
- Identify inefficiencies in support processes and implement improvements.
- Generate reports on key performance indicators (KPIs), ticket volumes, and resolution times.
- Maintain knowledge base articles and self-help resources for end-users.
6. Keep up to date with product features and new developments
- Maintain a deep understanding of the MiM product and how clients and 3rd parties interact with the application.
7. MiM Essential Installations
- Remote installation and configuration of cloud base software
- Client Training
Qualifications & Skills:
- Education: No Formal education required.
- Experience: Minimum 3 years of experience in cloud based software support. Experience in a leadership role is an advantage.
- Product Knowledge . Knowledge of the MiM product an advantage.
- Proficiency in help desk software and remote support tools (Freshdesk) .
- Excellent problem-solving skills and the ability to prioritise tasks effectively.
- Strong leadership, communication, and customer service skills.
- Ability to work under pressure and manage high-stress situations.
Benefits:
- Competitive salary
- Flexible hours (WFH 1 or 2 Days per week as per policy)
- Professional development and certification reimbursement.
The successful applicant is required to have permanent Australian work rights.
Please submit your resume with a short cover note detailing your suitability for the position available.
Please Note: Only short listed candidates will be contacted.