Technical Support Team Leader

Summary

Join our client, a well-established technology company, as their new Technical Support Team Leader. In this leadership role, you will guide and mentor a team of Technical Support Representatives, overseeing daily operations and ensuring high service levels. You will handle escalated issues, monitor team performance, and develop training initiatives. Collaboration with internal teams to improve support processes is key. This permanent, work-from-home position offers a competitive compensation package including HMO, annual leave, and a Christmas bonus.

Requirements

• Experience in a technical support or helpdesk leadership role
• Strong background in troubleshooting technical products or systems
• Excellent problem-solving, communication, and leadership skills
• Ability to coach and develop a team to deliver high-quality customer support
• Familiarity with helpdesk/ticketing systems and remote troubleshooting tools
• Highly organised with strong attention to detail and the ability to multitask

Responsibilities

• Lead, coach, and mentor a team of Technical Support Representatives
• Oversee daily operations, ensuring service levels are met and exceeded
• Handle escalations and assist in resolving complex technical issues
• Monitor team performance and provide regular feedback and reports
• Develop training initiatives to enhance technical knowledge and efficiency
• Collaborate with internal teams to improve support processes and customer satisfaction
• Maintain a strong customer-focused approach while managing multiple priorities

Benefits

• Permanent work-from-home set-up
• Dayshift (Australian business hours)
• Full-time job
• HMO
• Annual leave
• Christmas Bonus equivalent to 1 month's wage (pro-rata)