Körber Hiring for Technical Support Team Lead at Melbourne, Victoria, Australia Full Time

At Körber Supply Chain (KSC) we offer technology and services to clients worldwide, working with many different verticals for optimum supply chain management. This exciting field is constantly changing as technology develops and our offering expands. Our core focus on scoping, implementing, and providing proven results is coupled with a support structure that is designed to be engaging and innovative.

You will be responsible for people management and day-to-day operation of the Service Desk Team in APAC and you will play an integral part in standing up an enduring our presence in the region and supporting our clients. This is a hands-on technical team lead role. You will take the lead in maturing our support function in APAC, building the support team, in addition to handling support work. You’ll need to demonstrate a strong desire and ability to quickly grasp and work with new and existing technologies.

Responsibilities include:

• Lead and support the day-to-day performance of the Support team ensuring onboarding, training, leadership, and mentoring goals are met.
• Ensure successful and efficient operations of the service desk, managing ticket queues and managing escalations where necessary.
• Collaborate with other IT departments and vendors to identify and implement solutions to technical issues and system outages.
• Develop and maintain knowledge base articles and support documentation to aid in the resolution of technical issues.
• Ensure compliance with IT policies, procedures, security standards and ensure the Support team follows best practices.
• Monitor and on team performance metrics, identifying areas for improvement and implementing strategies to improve performance.
• Manage stakeholder relationships and our clients, setting clear expectations and providing timely updates.
• Assist with and oversee customer transition process.
• Availability for escalation assistance for the 24/7 coverage team is preferred.
• Ensure that the Körber brand is being delivered to our customers consistently.
• Assist with creating and updating standard operating procedures as required.
• Provide leadership, conduct employee reviews, and lead daily huddles.

Required:

• 3-5+ years’ technical customer support experience
• Experience in people management and leadership (in different countries & regions preferrable)
• Strong customer service skills and ability to multi-task
• Strong analytical, communication, and problem-solving skills
• Ability to prioritize tasks and self-manage
• Intermediate to Advanced Microsoft SQL Server and/or Oracle DB programming experience

Preferred:

• Strong knowledge of Körber Software.
• Supply Chain and Distribution Industry knowledge and experience.
• BS/BA, Computer Science, MIS, or equivalent degree
• Experience with computer programming and basic understanding of computer programming languages recommended
• Networking, systems, security, and procedures
• Previous experience leading technical teams

‘Körber Supply Chain Software better enables those who move goods to do good when we prioritize diversity, equity, and inclusion. It’s better for our people, better for our business, and better for the world. That’s why at Körber we cultivate and celebrate our colleagues’ experiences and perspectives, whether they look, think, move, believe, or love differently than us. We are committed to fostering a diverse and inclusive work environment and pride ourselves on being an equal opportunity employer. We encourage people from diverse backgrounds to apply and all qualified applicants will receive equal consideration for employment without regard to gender and identity, age, race, religion, ethnicity, ancestry, sexual orientation or expression or disability‘

For more information visit www.koerber-supplychain-software.com and our LinkedIn page Körber Supply Chain APAC