Technical Customer Support Lead

12d Synergy Technical Customer Support Lead

Technical Customer Support Lead

We’re searching for a Technical Customer Support Lead to join our support team. The role is an awesome blend of supervisory & hands on support where you will oversee our support team, providing leadership and assistance, ensuring adequate handling of tickets & promoting quality at all points of the support process.

12d Synergy is a growing but established, Australian-based SaaS and on-premises software company. We create data management and project collaboration software for the architectural, engineering and construction industry.

Why work for us?

• At the heart of 12d Synergy is a young and vibrant, positivity-driven culture that makes us an awesome place to work

• You can build a career with us. This is a new role with loads of scope for you to make a real impact

• Work on a variety of interesting technical challenges across both technical support & infrastructure

• We have an Incredible leadership team – learn from people with oodles of industry knowledge & technical knowledge

• Relaxed start up vibe to our culture – enjoy the flexibility of working hours, Friday drinks, social events & much more!

A day in the life of a Technical Customer Support Lead

• Perform technical troubleshooting of customer issues and identify root cause

• Provide leadership and guidance for the support team

• Accept escalated tickets, calls, emails from the support team

• Ensure all tickets are answered in a timely fashion

• Ensure appropriate priority is placed on tickets based on the severity of the issues

• Verifying bugs before passing to the development team

• Improving the quality of the customer support experience by improving processes and general training for the support team

• Evaluate and report on support team performance

• Escalating bugs and other requests to the development team

• Assist with support documentation

What we are looking for

• You will be a technical superstar with excellent communication & interpersonal skills

• Degree in IS/IT or CS highly regarded, or relevant certification in IT

• Leadership experience in a customer support environment

• Experience supporting SQL Server or other DBMS

• Experience providing support for a windows environment

• Experience providing support with Azure or AWS highly regarded

• Experience writing SQL highly regarded

How to apply

If this sounds like you, and you would like to work for an innovative company where you can really make a  difference, then we want to hear from you.

To apply for this position, please send your CV coupled with a cover letter outlining your interest and suitability to the role.

You must have ongoing unrestricted work rights in Australia to apply for this opportunity.

Click here to apply