Technical Analyst
Australian Payments Plus
Job Level
Senior
Tech Stack
CloudCyber SecurityDNSLinux
About the role
- Lead a team of support engineers assisting customers via community portal and phone
- Establish and manage systems to address customer inquiries and issues
- Report new/recurring problems to design departments and ensure representatives are trained on product upgrades/releases
- Manage selection, development, and evaluation of personnel
- Serve as main point of contact for customers and oversee issue resolution from identification to post-mortem
- Advocate for customers to drive enhancements across Customer Service, Professional Services, Product, Engineering, and Partner Management
- Provide Tier 1 support to administrators & enterprise-level partners during business hours
- Troubleshoot complex technical issues and communicate with customers via phone, web tools and email
- Manage product escalations and act as liaison between customers and tiered support
- Facilitate queue prioritization and assist engineers when required
- Manage local support team providing coaching, training, and development
- Develop and implement support strategies to improve customer satisfaction and reduce response times
- Manage shift rotations, provide coverage, and participate in on-call 24x7 rotation
- Provide customer-facing updates, internal reporting, and post-escalation analysis
- Coordinate incident root cause research and generate customer-facing cause analysis documentation
- Evaluate customer SLA violation requests and review technical documentation for training materials, manuals, and troubleshooting guides
- Manage customer dissatisfaction and work to return customer to a promoter
Requirements
- Bachelor’s Degree or relevant work experience
- Extensive customer service experience with escalation management background
- Familiarity with Linux command line and environments
- Good understanding of Database and SaaS applications
- An accomplished communicator and influencer, able to work with customers, users, senior level management, sales and peers
- Strong business and leadership acumen
- Possess the ability to resolve issues and conflicts, as well as be able to take ownership in challenging situations
- Strong ability to independently debug broad, complex system environments involving multiple configurations and protocols
- Knowledge of email privacy/protection, cloud services, software as a service (SaaS) is preferred
- ITIL Service Management experience is a plus
- Experience with next-generation support models, including but not limited to, email, phone, social media, communities, chat etc.
