Manager of Technical Support - ANZ

The Manager, ANZ Technical Support reports to and works closely with the Director of Global Technical Support to ensure that EROAD’s customers in New Zealand and Australia receive best-in-class technical support, their issues are resolved quickly, and that we gather and track relevant insights to enable us to focus on continuous improvements across our support organization.

• What we're looking for :
• This role has direct responsibility for transforming and growing our Technical Support function into a regional service model, with a goal of closer alignment of Tier 1 and 2 staff with both Tier 3 and Technical Account Management teams. It also has functional and technical oversight across all tiers of technical support to ensure consistency of service, increase of technical knowledge, and alignment of processes across all tiers, particularly those relating to compliance. The role will guide, coach, and mentor those around you to increase their skill levels.
• Key
• Responsibilities :
• Provide an inspirational service experience to customers and ensure the ease of dealing with EROAD is front of mind for all agents. Increasing knowledge and skillsets of the Support team members to enable handoff and alignment with Tier 3 teams and Technical Account Management team, transforming this team into highly skilled individuals. Focusing on the increase in technical knowledge across all team members and a focus on first call resolution. Training and coaching of team processes, procedures, and maintaining a high level of product knowledge.Gather information around what drives our Technical Calls, capture customer sentiment that would be helpful for our Integrated Business planning, look for ways to automate processes, increase efficiency in the way that we deal with Technical Calls as well as improve Customer Experience. Able to support the Continuous Improvement of our end-to-end Tech Support Experience.
• Skills and Experience :
• Technical or operational manager, with 3+ years of leadership experience in a SAAS & hardware environment. Proven knowledge of a technical support centre including operational, call, and case management best practice.Background in engineering or product and working knowledge of programming languages, APIs, and hardware. Strong time management and project planning skills, able to multi-task efficiently under time pressure. Confidence in handling customer escalations and the ability to handle tough situations over the phone as well as incident retrospectives. EROAD is a true Kiwi success story in the tech sector! Publicly listed since 2012, we are represented on the NZX and ASX, and continue to grow rapidly across NZ, Australia, and the USA. At EROAD, we value diversity and are a multicultural company with employees from all over the world. We are committed to investing in our people, demonstrated through our funded medical insurance plans, unlimited sick leave, recognition programs, EAP offerings, and more. EROAD fosters a sense of community and belonging through fun and collaborative workplace initiatives. In our Albany office, we offer free on-site parking, are in close proximity to Albany bus station, and encourage flexible working. Join EROAD and be part of an organisation in growth mode. Your skills and expertise will make a significant impact. We are going places, and we would love you to join us. We can't wait to hear from you!

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