Senior Escalation Manager Wiise
Share
Job Location:
Monthly Salary:
Posted on:
3 hours ago
Vacancies:
1 Vacancy
Job Summary
Wiise is a rapidly growing ERP Software-as-a-service company that helps SMBs in Australia New Zealand to scale their business by providing modern all-in-one business management software. Built on a robust Microsoft Dynamics 365 Business Central platform and backed by KPMG our software has quickly become a market leader and we are now looking to expand the Finance and Operations team to support our growth.
As a Senior Escalation Manager within the Wiise Support Team you will play a critical role in delivering exceptional service to Wiise partners and customers. Youll provide triage advice and technical support ensuring timely and effective resolutions that meet our service level agreements. This position requires deep expertise in Microsoft Dynamics 365 Business Central and a passion for creating seamless customer experiences.
Your Opportunity
Working closely with third-party providers and internal stakeholders youll lead efforts to resolve complex issues improve processes and develop enablement materials such as how-to guides and troubleshooting instructions. As a senior member of the team you will also mentor colleagues and drive continuous improvement in support operations.
Key Responsibilities
Customer & Partner Support (70%)
- Act as the point of escalation for complex support cases.
- Triage and assign cases to team members based on expertise and SLA requirements.
- Provide timely resolutions and maintain accurate records in support systems.
- Collaborate with internal teams and third-party providers to resolve issues.
- Replicate reported issues test resolutions and document troubleshooting guides.
Documentation (20%)
- Create clear and helpful how-to guides and troubleshooting instructions.
- Develop support system snippets and enablement materials to enhance user experience.
Engagement & Analytics (10%)
- Conduct customer and partner engagement to identify pain points.
- Undertake user research and share insights with relevant teams.
How are you Extraordinary
- Problem-Solving & Critical Thinking You are able to analyze complex issues identify root causes and develop effective solutions under pressure.
- Communication & Collaboration You have strong interpersonal skills to engage with customers partners and internal teams clearly and empathetically.
- Leadership & Mentoring You are able to guide and support team members fostering a culture of continuous improvement and excellence.
Your Experience
Essential:
- Tertiary qualification in Accounting Business or IT.
- Relevant experience with D365 Business Central/Wiise and ERP systems.
- Extensive experience in customer support meeting SLAs and delivering exceptional service.
- Strong understanding of Australian accounting principles and business processes (including supply chain warehousing and manufacturing).
- Proven ability to design and develop clear enablement materials.
- Excellent communication organizational and time management skills.
- Ability to work collaboratively and lead complex problem-solving initiatives.
Preferred:
- Hands-on ERP experience in a workplace setting.
- Knowledge of quote-to-cash business processes.
Additional Information :
KPMG is a professional services firm with global outreach and deep sector experience. We work with clients across an array of industries to solve complex challenges steer change and enable growth.
Our people are what make KPMG the thriving workplace that it is and what sets us apart is that we know great minds think differently. Collaborate with a team of passionate highly skilled professionals whove got your back. Youll build relationships with unique and diverse colleagues who will provide you with the support you need to be your best and produce meaningful and impactful work in an inclusive equitable culture.
At KPMG youll take control over how you work. Were embracing a new way of working in many ways from offering flexible hours and locations to generous paid parental leave and career breaks. Our people enjoy a variety of exciting perks including retail discounts health and wellbeing initiatives learning and growth opportunities salary packaging options and more.
Diverse candidates have diverse needs. During your recruitment journey information will be provided about adjustment requests. If you require additional support before submitting your application please contact the Talent Attraction Support Team.
At KPMG every career is different and we look forward to seeing how you grow with us.
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Program Management
- FDA Regulations
- Management Experience
- Facilities Management
- Clinical Development
- Data Management
- Quality Systems
- Project Management
- Research & Development
- GLP
- Budgeting
- Leadership Experience
About Company
KPMG's Transformational Change is seeking a highly experienced and dynamic Associate Director to play a crucial role in leading the Transformational Change team as well as steering the direction of transformation projects in our Adelaide Office. This role involves leading and executin ... View more
