Customer Care Supervisor

This is a remote position.

• Ability to work with and support a team in delivering sound support to customers.
  
• Provide client support following Spirit s high standards.
  
• Ensure processes are followed.
  
• Ensuring new tickets are handled appropriately by the team as they arrive and existing tickets within the business comply with the Customer SLA KPIs business processes and ITIL framework.
  
• Assist the Service Desk Team leader with assuming overall responsibility for quality and costeffective service delivery to the customer.
  
• Develop a strong relationship with key customer contacts.
  
• Assist the Service Desk Team leader to monitor the overall performance of services provided by the support desk.
  
• Provide reporting to the Service Desk Team leader.
  
• Ensuring customers that require further work outside of support are referred to account management or professional services team to review and define/design new solutions.
  
• Assist with managing vendors and partners.
  
• Engage with internal stakeholders to ensure tickets are handled appropriately by Customer Care Agents
  
• Document any changes in line with organizational and industry standards and drive the accurate completion of documentation.
  

Requirements

• Previous experience working in the Managed Services space
  
• 3 years of relevant Service Desk experience with a demonstrated high level of customer service
  
• Previous management/supervisor experience preferred and demonstrated ability to lead a team
  
• Degree in relevant field advantageous
  
• Experience in Windows/Mac Desktop Microsoft Officer and Printer installations
  
• Experience and sound knowledge of Microsoft technologies such as Active Directory Office 365 MS Office suite (and other programs as required)
  
• Knowledge of technologies such as LAN WAN DNS NAT and SMTP
  
• Sound understanding of backup systems and desktop security software
  
• Excellent communication skills both verbal and written with a great phone manner
  
• High level of English proficiency to produce and maintain technical documentation
  
• Outstanding organisational skills to manage high volumes of cases and deal with multiple clients and vendors
  
• Great attention to detail and time management skills
  
• Ability to work both autonomously and within a team environment
  
• Team player with the ability to work in a small team
  
• A winning cando attitude
  
• Customer experience orientated
  
• Ability to work unsupervised and use initiative
  
• High level of integrity and excellent decisionmaking skills
  
• High level of interpersonal skills
  
• Ability to maintain strict confidentiality in all aspects of client staff and company information
  
• Maintain a sound understanding of relevant programs used within the business and on clientsites to stay up to date
  
• Ability to prioritise workload appropriately
  
• A keen interest in IT and Telecommunications is beneficial
  
• Must have Fiber Optic internet with at least 25 Mbps bandwidth
  
• Must have a backup desktop or laptop with the latest OS
  
• Must be able to work following Brisbane hours (Monday Sunday) (Flexible)
  

Benefits