Support Manager

Annexa is an award-winning Oracle NetSuite Consulting Practise. Our Vision is to transform the work of business by turning complex problems into opportunities for innovation. Co Creating the next generation of business systems through innovative thinking, collaborative partnerships, and long-term customer satisfaction. Our professional services include Project Management, Business Analysis, Implementation, Optimization, Training, Development and Support. 

Annexa is currently implementing a very strong customer focused support model and is seeking highly motived individual to guide and manage customer support representatives. The Support Managers main role is to manage the support channel and its representatives. 

Guiding, motivating and building out best practise processes to grow the support channel through excellent relationships and satisfaction with our customers.

The Position

– Meet and exceed SLA’s with our customers
– Build out best practice processes
– Motivate support representatives
– Manage customer expectation
– Escalate issue through right channels to ensure resolution
– Work with Account Management and Professional Services team to ensure that customer has a unified message and experience across all channels.
– Manage customer complaints and work with the business on resolutions
– Evaluate & implement change improving customers outcomes and experience with Annexa
– Train & coach support representatives
– Report to management team
– Coordinate, manage deliver, internal process & system improvement projects
– Approve & analyse employee time sheets
– Analyse and support metrics
– Create procedural documentation in line with best practice
– Monitor and report on KPI’s associated with support SLA’s to management on a regular basis.
– Prepare and present a monthly support analysis report to customers

What you need:
– Previous Customer Service and or support roles serving IT applications
– A bright personality with great communication skills
– Strong problem solving & decision-making skills
– Ability to build strong customer relationships
– University degree or equivalent
– Australian permanent resident
– Proven management experience
– Analytical & reporting skills
– Previous support system experience – Zendesk, ServiceNow, Jira Service Desk or Equivalent

If you have these skills and are interested in being a key member of an exciting team with vast career opportunities, then we would really like to hear from you.

Apply here

What Next?

If you’re looking for a challenging role in the technology industry and would like to do so with a leading business solutions organisation, this is a fantastic opportunity.

CONTACT US HERE

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