MiMembership (MiM) is a cloud based membership management application. We are looking for an experienced Support Lead to oversee our MiM Support Team and ensure high-quality technical assistance to users. The ideal candidate will be responsible for managing support desk operations and rosters, improving response times, maintaining customer satisfaction & help desk documentation, and ensuring efficient resolution of technical issues.

Key Responsibilities:

1. Support Desk Operations & Rosters:

• Manage daily operations of the IT support desk, ensuring timely and effective resolution of support tickets.
• Monitor ticket trends and identify recurring issues to implement proactive solutions.
• Ensure roster covers expected support hours across time zones

2. Customer Support & Satisfaction:

• Act as the escalation point for complex technical issues and customer complaints.
• Ensure a high level of customer satisfaction by monitoring feedback and implementing improvements.
• Develop customer service policies and best practices for support interactions.

3. Technical Support & Incident Management:

• Oversee troubleshooting, diagnostics, and resolution of software and integration issues.
• Ensure proper documentation of all support interactions.
• Coordinate with other teams and departments for major incidents and problem management.

4. Team Development: 

• Mentor and train a team of MiM support specialists.
• Assign tasks and responsibilities to team members, ensuring balanced workloads.

5. Process Improvement & Reporting:

• Identify inefficiencies in support processes and implement improvements.
• Generate reports on key performance indicators (KPIs), ticket volumes, and resolution times.
• Maintain knowledge base articles and self-help resources for end-users.

6. Keep up to date with product features and new developments

• Maintain a deep understanding of the MiM product and how clients and 3rd parties interact with the application.

7. MiM Essential Installations

• Remote installation and configuration of cloud base software
• Client Training

Qualifications & Skills:

• Education: No Formal education required.
• Experience: Minimum 3 years of experience in cloud based software support. Experience in a leadership role is an advantage.
• Product Knowledge. Knowledge of the MiM product an advantage.
• Proficiency in help desk software and remote support tools (Freshdesk).
• Excellent problem-solving skills and the ability to prioritise tasks effectively.
• Strong leadership, communication, and customer service skills.
• Ability to work under pressure and manage high-stress situations.

Benefits:

• Competitive salary
• Flexible hours (WFH 1 or 2 Days per week as per policy)
• Professional development and certification reimbursement.

The successful applicant is required to have permanent Australian work rights.

Please submit your resume with a short cover note detailing your suitability for the position available.

Please Note: Only short listed candidates will be contacted.