Technical Support Manager

Job Description

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The primary purpose of this role is to ensure Janison's customers receive outstanding support and product queries are responded and resolved within SLA timeframes. This will involve creating or updating support processes, knowledge articles, training and coaching Application Support Specialists.

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The Application Support Team Leader will oversee the day to day functions of the Support team and ensure the staff responds and resolves end user inquiries, assess or triage problems or issues from support tickets, emails, calls and chats raised by Janison's clients.

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Where required, the incident may need escalation; the Application Support Team Leader will work closely with Level 3 teams to provide assistance on incidents or tasks that are outside the scope of Level 2.

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The Application Support Team Leader will have full understanding of the functional knowledge of Janison products and services.

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Salary range for the role is $125,000 - $135,000 + super.

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Duties and Responsibilities

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• Develop and maintain advanced knowledge of the functional, operational and technical aspects of Janison products.
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• Required to learn application configuration and apply understanding of infrastructure or development constraints for diagnosis.
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• Ensure regular participation is met in development sprints demos to maintain current knowledge of functional, operational and technical aspects of the Janison products.
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• Required to participate on product training to learn updates and support all Janison Products or Clients.
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• Participate on handover training for new clients transitioning into BAU Support.
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• Effectively and accurately communicate relevant product knowledge to clients and Janison staff in a timely manner.
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• Ensure that new unassigned tickets are triaged and responded to within SLA timeframes (First Reply Time).
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• Ensure that backlog tickets are resolved or escalated to JIRA within SLA timeframes (Agent Work Time).
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• Ensure that backlog tickets are updated in a timely manner with current developments within SLA timeframes (Next Reply Time or Periodic Reply Time).
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• Ensure that the client is provided with any known workarounds immediately or within SLA timeframes.
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• Ensure that regular requests for follow-up are issued to tickets that are pending the client's response daily.
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• Ensure testing is performed in test environments before the configuration is implementation into production environments.
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• Support testing SIT/UAT, report bugs and deficiencies identified in the product immediately
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• Defuse situations where there is a risk of client dissatisfaction.
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• Administration control of Zendesk Ticketing System, with cross knowledge requirements for Jira Ticketing System
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• Manage local and remote support staff
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• Hire and train Application Support Specialists as required to meet demands.
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• Lead and report staff performance/goal reviews.
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• Lead regular team meetings to discuss priorities, client and product updates.
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• Ensure Support Specialists are meetings SLA timeframes by actioning unassigned tickets, backlogs and escalating to Level 3 if required
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• Ensure Support Specialists are providing any known workarounds immediately.
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• Ensure Support Specialists are following best support practices.
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• Develop schedule for Dev, SIT, UAT and prod deployment with team as per clients expectations
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• Prepare SIT/UAT test plan and test scripts. Allocate testing tasks to Application Support Specialist
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• Request code merge and provide details for release in code merge
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• Create internal reports to report on Customer Support statistics: Ticket SLA's, Call SL's, Same Day Resolution, iSupport Consults, Customer Satisfaction, On time Delivery of Tasks and Knowledge Articles assigned.
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• Create scheduled external reports for Janison customers.
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• Produce ad-hoc reports as required
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• Arrange and lead client support meetings on Support topics if required.
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• Participate and provide a positive outcome for onsite client meetings held by other Janison staff.
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• Participate as requested in monthly client account reviews and provide support statistics as required
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• Perform deep dive analysis on incidents tagged for review to reduce escalations to Level 3 teams
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• Update client site configuration documentation with any changes that have been made within agreed timeframes and uploaded to the knowledge bank
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• Create or update Knowledge Bank articles for identified workarounds to be promoted to client facing resources
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• Regularly coach Application Support Specialists, provide and document feedback, and collaborate on improvement action plans.
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• Ensure the Application Support Specialists has access to knowledge resources and training needed
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• Identify blockers, risks and issues that can trigger attrition
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• Promote a #onejanison culture across the team.
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• Retain 90% of A players, manage up B players and roll out Performance Management initiatives for C players
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About You

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• At least 5 years' experience in Technical IT Ops/System Admin role
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• At least 5 years' experience in Customer Service role
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• Experience in SaaS based application support
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• Experience in Microsoft Office Operating Systems
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• Good understanding of computer systems (hardware, software and application), mobile devices and other tech products
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• Strong problem solving and logical aptitude
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• Demonstrates excellent team management skills
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• Proven ability to lead and/or manage client engagements such as support meetings
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• Ability to liaise with employees at all levels
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• Tertiary qualifications or equivalent experience
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• CSS, Automation and basic scripting knowledge favourable
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• Experience in Customer Service or Service desk/call logging systems i.e. Zendesk, Jira, Freshdesk, Genesys
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Why Janison?

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As a finalist in the 2023 Wrk+ Great Place to Work Awards, we offer a fun and inclusive workplace, plus:

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• Access to our Employee Share Ownership Program: we'll match your shares up to $2,000 per year
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• A 5th week of annual leave (conditions apply) and a day off on your birthday
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• Parental leave benefit including paid leave and continued Super contributions
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• A day off each year to volunteer with a community-based organisation dear to your heart
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• Annual pay review and bonus program
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• A focus on virtual engagement and inclusivity to support our distributed, global workforce
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• Genuine development and upskilling opportunities
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