We Are Hiring (Client Support Team Lead)

Plezzel is currently looking for a talented, energetic, and passionate Client Support Team Lead to join the Geelong Head Office team and grow the business.

About us

At Plezzel we help businesses thrive. Our technology solutions give real estate agents, property managers, administrators, and directors the tools they need to be more successful. Every day over 7,000 agents trust us to help them simplify lead management, deliver better customer experiences, offer better data insights, and reduce their cost per lead with omni-channel ad campaigns.

Our digital solutions close the marketing loop, putting our customers in control, supported by our passionate team. We pride ourselves on being innovative, collaborative, and efficient and incredibly customer-focused. We are driven by excellence and quality, with a strong focus on integrity.

The Role

The role of Client Support Team Leader is to be responsible for technical support providing excellent customer service and resolution of all technical and customer issues. You will also provide accurate technical service pre and post-sales, ensuring customer satisfaction with an ability to explain technical details and requirements to a non-technical audience. This role will have oversight of software releases into the production environment ensuring testing of functionality is completed prior to and after release into production to ensure the effective operation of the new functionality. Ultimately, you should be able to provide technical, product and business knowledge to support product rollout and strengthen customer relationships.

 

You will have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position. You will lead and motivate a team of staff to ensure they’re giving the best customer service possible.

 

You’ll also be expected to know your company’s products and policies inside out and be able to communicate it to other members of staff.

 

You will be responsible for:

 

  • Champion ‘one customer voice’ so that Plezzel provides the same unified and consistent message across digital and support channels
  • Request capture, triage and tracking, reporting, metrics, and non-standard closure follow-up.
  • Resolution monitoring for level 2 and 3 technical and business requests.-Monitoring regular maintenance tasks, technical and administrative as required.
  • Manage resources for new customer rollouts.
  • Manage resourcing for day to day activities and projects within your team.
  • Manage HR processes for your team.
Responsibilities of this role include but are not limited to:

 

  • Provide technical support for customers to support pre-sales and post-sales processes
  • Address all product-related queries on time
  • Contribute to improving customer support by actively responding to queries and handling complaints
  • Train customers to use products effectively
  • Identify solutions to reduce support costs
  • Identify, develop and keep track of support help desk performance metrics
  • Ensure customer service is timely and accurate on a daily basis
  • Responsible for process improvement and establishment of best practices in support
  • Set specific customer service standards
  • Develop weekly and monthly reports on help desk team’s productivity and system health
  • Implement proactive measures to improve quality and efficiency
  • Support ongoing tasks such as version control, configuration management, build management and release management
  • Keep abreast of the changing environment in secure coding practices
  • Analyse customers’ needs and suggest upgrades or additional features to meet their requirements
  • Follow up with customers to identify areas of improvement
  • Provide input to the development team with customers’ feedback to help identify potential new features or products

To be successful in this role we are looking for someone with:

Essential:

  • An undergraduate (or Comparable) qualification in Computer Science or relevant field
  • Previous experience managing a team
  • An ability to grasp customers’ needs and suggest timely solutions

Desirable:

  • Interpret and/or discuss information with others, regularly provide advice and recommend actions involving complex issues.
  • Experience in leading and mentoring a team
  • Experience of having worked in a similar commercial environment

Other knowledge and experience required:

  • An understanding of multi-tiered architecture
  • Strong analytical and problem-solving skills
  • Aptitude for problem-solving in a creative way, with the ability to take a problem and create a solution
  • Meticulous attention to detail and consistently accurate and thorough in all work completed
  • Passionate about technology, with an analytical thought process
  • Good interpersonal skills, and the ability to work effectively and collaboratively in a multidisciplinary team
  • Strong verbal and written communication skills, with the ability to effectively and constructively explain things in a way that is easily understood by others
  • Strong planning and organisational skills with the ability to deliver high-quality output to tight deadlines
  • Continue to represent the business in a professional manner

Plezzel is a dynamic and contemporary business that offers a very supportive environment. If you are looking to join a positive culture that truly supports its people, then apply now. For more information www.plezzel.com.au

HOW TO APPLY

Apply now through the SEEK advertisement for this role or please answer the Employer Questions below and send your CV to hr@plezzel.com.au.

We look forward to hearing from you.

Employer Questions

Your application will include the following questions:

  • Which of the following statements best describes your right to work in Australia?
  • How many years’ experience do you have as a Support Analyst?
  • Do you have any digital marketing experience?
By – Digital Marketing Specialist
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