SilkRoad Technology Inc. Technical Support Manager in Sydney, Australia
Technical Support Manager
The Technical Support Manager supports SilkRoad’s ever-expanding customer base and is responsible for ensuring customer satisfaction through the ongoing support of SilkRoad’s technology customers.
Provide a memorable customer experience with every customer contact by ensuring every service request is handled professionally.
Performs complex tasks without assistance and resourcefully seeks out resolution for complex scenarios.
Shows initiative with proactive customer care approaches.
Provide telephone and email support to internal and external customers.
Investigate, diagnose and assess technical problems reported by customers.
Manage and document assigned cases, including internal and external communications.
Document all customer interactions in our Customer Relationship Management (CRM) system.
Work with the Development team to diagnose problems and identify corrective actions for customers.
Understand and assess customer-reported issues to determine prioritization and steps to replicate the issue.
Learn, understand, maintain and contribute to internal support processes.
Maintain strong adherence to Service Level Agreements
Assist in the review and updating of knowledge base and technical support documentation to reflect current technical information on product.
Maintain a strong awareness of SilkRoad's customer service policies, objectives, and initiatives.
Mentors and assists peers.
Interact with various SilkRoad teams and Management on a regular basis.
Participate in special projects as assigned.
Results driven professional with the ability to work well and deliver under pressure in a fast paced environment.
Passionate team member; cultivates an energizing environment and is committed to team success.
Supports a culture of customer appreciation and service excellence; delivers on-time, superior solutions that exceed customer expectations.
Successful communicator at all levels using all media, with excellent interpersonal skills.
Demonstrates skill, knowledge and understanding of company, products, job duties, and appropriate work methods.
Contributes to a climate of innovation and continuous improvement to achieve excellence and support business success.
Demonstrates personal excellence, accountability and integrity.
Ability to interface with external contacts while favorably representing SilkRoad in the marketplace.
Excellent knowledge of the Internet and software such as Outlook, Excel, etc.
Strong problem solving skills.
Exceptional research skills and resourcefulness.
Ability to work with a globally distributed team without direct supervision.
Excellent written and verbal communication skills, with an emphasis on tone, structure, grammar, and spelling.
Ability to use independent judgement to solve complex tasks and customer escalations.
High school degree or equivalent required; Bachelor’s degree preferred.
Minimum 2 years of successful technical support and call center experience required.
Application Help Desk experience with CRM systems, preferred.
Strong knowledge of standard hardware & software configurations.
Certified in three or more SilkRoad products, required.
Sydney, New South Wales, Australia