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The Role

Technical Support is responsible supporting all clients from a technical perspective. Technical Support will be the first point of contact for our neighbouring teams alongside gathering and feeding back information given from teams outside of the client services remit, using this to keep the team up to date with any requests or queries that may be raised. 

The Technical Support role will be seen to be a reliable and trusted member of the team and will be continuously growing and building knowledge base to advise colleagues on best practice, training and optimisation of the NetDirector platform. Always setting to achieve the highest levels of work and keeping moral high within the team. All requests/issues/configurations/queries must be mapped against GForces work flow/business processes and met with a resolution alongside any SLAs or KPIs set.

Key Responsibilities

• Actively achieving high standards both individually and across the team.

• Ability to see the bigger picture and provide work around solutions or alternatives.

• Proactively working on future planning within your team and for the rest of the client services function.

• Reviewing the stream weaknesses and providing solutions to your peers and to senior management on how to improve those areas.

• Ability to think more commercially, reviewing awards, trends in the industry and pin pointing them to the team.

• The ability to confidently feedback information given from other teams and hold successful training sessions to the rest of the team.

• Consistently knowledge sharing with all colleagues. 

• Take full ownership & responsibility of each request until point of resolution.

• Take on extra responsibilities including advancing relationships with Third Parties. 

• Aid in anyway possible to achieve all strategic goals and objectives.

• Have a strong relationship with the other teams at GForces in order to achieve client’s objectives and build upon relationship.

• Embody GForces four I’s and C.O.R.E behaviours, showcase and influence towards team members & clients.

• Facilitate supplier relationships with 3rd party suppliers where required. 

• Benchmarking and measuring client performance against set KPIs and report back to line management.

• Facilitate and embed any strategic objective(s) that may be requested by line management or directors of the business.

• Ensure all members of direct teams are kept up to date regularly with latest releases or product information.

• Ensure all SLAs and/or contractual agreements with suppliers/partners/clients are adhered to.

• Facilitate any training requirements.

• Understand all KPIs set within the team and work towards consistently achieving these.

• Strong analytical skills and the ability to interpret data constructively to improve the performance of client’s digital strategy.

• Ability to drive the conception and development of innovative, engaging, on-brief digital ideas for clients

• Ensure all SLA’s are met within the team both internally and externally

• Responding to all requests or issues in a quick, clear and effective manner

• Facilitate Buddy scheme within your team and knowledge sharing on a daily basis

• Demonstrate innovation and pro-activeness every day, with your team and to your clients

• Adapting new software and processes internally, as well as suggesting improvements to increase efficiency

• Ensuring you can prioritise and manage workload to meet SLAs and KPIs

• Operate within tight deadlines, delivering results on time and to plan

• Engaging with customers via ZenDesk, Email and telephone

• Actively seek solutions to all requests, product configurations, customer issues, and 3rd parties

• Requirement for shift working and weekend work

Essential Skills

• Ability to understand software processes through the business.

• Ability to understand the NetDirector software itself and aid in identifying defects, features and requests to a high level.

• Ability to understand third party software and troubleshoot within these to aid a quicker resolution time. 

• Effective & focused at problem solving

• A minimum 1 years’ client services or software support experience

• Strong IT skills

Salary

From AU$65,000 per annum

Location

Melbourne, Australia

Department

Customer Success

Position Reports To

Technical Support Lead

Benefits

• 25 days holiday plus birthday off

• Up to 5 additional days holiday for long service

• GForces group pension plan

• Childcare vouchers

• Enhanced maternity and paternity 

• Regular socials and company events

• Flexible hours

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