SilkRoad Technology Inc. Technical Support Manager in Sydney, Australia

Technical Support Manager

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Job Description

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.

Key Responsibilities:

  • 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.

Required Skills

  • 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.

Required Experience

  • 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.

Job Location

Sydney, New South Wales, Australia

Position Type