The Manager, 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:
The Manager of Technical Support will continue to drive a true ‘customer success’ culture within the teams, driving adoption of new technology, best-in-class technical support for our customers, working hand in hand as needed with our sales teams. An innovative thinker who brings an agile approach to their work and can assist in building and maintaining a team that breathes success into EROAD’s future.
Customer and Operational
Provide Technical Account Management support as required for some of our more complex products and hardware.
Provide an inspirational service experience to customers and ensure the ease of dealing with EROAD is front of mind for all agents.
Ensuring that agents are resolving cases and calls to the required quality and within the expected timeframes and ensuring that the query is resolved.
Dealing with escalations across L1/L2 and L2/L3 from customers and Sales Representatives.
Establish best practice in the support team to ensure operational excellence and continued improvement.
Ensure that a balance between accuracy and efficiency is met at all stages.
Imbedding Agile based methodology in our business unit.
People
Empower and coach a team of Technical Support staff to make key decisions and take accountability, building a confident, engaged team who enjoy their work.
Direct responsibility for all activities within our Tier 1 and 2 technical support team.
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.
Completing regular 1:1’s with agents to help learning, performance, and development of the team as well as give regular feedback.
Training and coaching of team processes, procedures, and maintaining a high level of product knowledge.
Reporting and Process
Reporting on operational and call metrics. Ensuring visibility of SLA adherence
Monitoring and ensuring SLA compliance measures are adhered to.
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.
Exposure to an agile working environment.
Track record of managing a high performing team that you helped transform the ways of working to focus on the customer outcome.
Highly organised, with an eye for critical details coupled with a sense of urgency.
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.
Why you’ll love working at EROAD:
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, recognition programs, EAP offerings, and more. EROAD fosters a sense of community and belonging through fun and collaborative workplace initiatives.
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!
Top Skills
What We Do
EROAD develops technology solutions (products and services) that manage vehicle fleets, support regulatory compliance, improve driver safety and reduce the costs associated with driving.
EROAD believes that every community deserves safer roads and the people who use the roads should influence the design, management and funding of transport networks.
