Global technology company based in PerthDynamic team where your expertise is valued.About INX INX Software is a leading software company specialising in enabling businesses to safely mobilise workforces and navigate health, safety, and environmental challenges in fast-paced, complex industries, to better protect people and the planet.
We are a trusted partner with deep industry knowledge and expertise developed over 20 years. The depth and breadth of our intelligent software suite enables us to solve a range of business challenges for our clients around the globe.
A little about the role We are seeking a highly motivated and experienced Application Support Manager to join our team whose focus is driving customer excellence, urgency, integrity and accountability throughout the team whilst maintaining a positive and fun culture.
In this role, you will oversee the support and maintenance of our software applications, ensuring exceptional customer service and satisfaction for our clients. You will lead a team of support specialists, manage escalations, and work closely with other departments to continuously improve our support processes.
As the Application Support Manager, you'll be responsible for:
Manage and lead the application support team, providing guidance, training, and performance evaluations.Oversee the day-to-day operations of the application support function, ensuring timely and effective resolution of customer issues.Develop and implement support strategies, policies, and procedures to enhance service quality and efficiency.Act as the primary point of contact for escalated support issues, ensuring swift and satisfactory resolution.Collaborate with product development and engineering teams to address and resolve complex technical issues.Monitor support metrics and prepare regular reports on team performance, customer satisfaction, and support trends.Maintain up-to-date knowledge of our software applications and stay informed about industry best practices and emerging trends.Foster a customer-centric culture within the support team, emphasising empathy, professionalism, and proactive problem-solving.Conduct client-facing meetings to build and maintain strong relationships, while understanding the clients' support needs and ensuring these requirements are met with high-quality standards.A little about you We're looking for someone that is:
Customer-Centric: You put the customer at the heart of everything you do, ensuring that their needs are met with empathy and professionalism.A Strong Leader: You have proven experience leading and motivating a team, fostering a positive and productive work environment.A Problem Solver: You possess excellent analytical skills and can quickly identify and resolve complex technical issues.Detail-Oriented: You have a keen eye for detail, ensuring accuracy and thoroughness in all support activities.Proactive: You are always looking for ways to improve processes, enhance service quality, and prevent issues before they arise.Collaborative: You work well with others, building strong relationships with cross-functional teams to achieve common goals.Adaptable: You thrive in a fast-paced environment and can effectively manage multiple priorities and deadlines.Technically Proficient: You have a strong understanding of software applications and related support tools, staying up-to-date with industry trends and best practices.We would like you to have:
Bachelor's degree in Computer Science, Information Technology, or a related field.Proven experience in application support management or a similar role within the software industry.Strong leadership skills with the ability to inspire and motivate a team.Excellent problem-solving abilities and a keen attention to detail.Outstanding communication and interpersonal skills, with a customer-focused mindset.Proficiency in support ticketing systems and related software tools.Ability to work effectively under pressure and manage multiple priorities.Working at INX Software People are at the heart of what we do, and we know our employees are the key to our success. We look for passionate and talented people to shape the future of our technology.
Flexible Work for Work-Life Harmony. That's why we offer flexible work arrangements such as hybrid options, flexible hours, compressed work weeks and more.Learning and development platforms to foster personal and professional growth.Our comprehensive Employee Assistance Program provides confidential counselling and resources to help you thrive.Stay motivated and healthy with corporate gym discounts and luxury benefits like Corporate Lexus perks.Enjoy cashback discounts and exclusive deals through our Rewards platform, our way of appreciating your hard work.Next Steps Let's keep it simple, click apply and send us your resume, we'll shortlist applicants and be in contact.
We are a 2023 Circle Back Initiative Employer, we commit to respond to every applicant. Posted Date28 May 2024
LocationPerth
WA /Australia
#J-18808-Ljbffr
