Team Lead, Client Support

6 days ago


Rosedale, New Zealand simPRO Software Full time

An exciting opportunity to join our team has become available We are looking for a PROactive and passionate **customer service leadership STAR**, with a technology background or aptitude.

With your guidance and direction, you will assist our solutions-focused Client Support Team in providing support to customers across our suite of products and when required, help manage client issues through to resolution.

Fantastic leadership skills, a positive disposition and demonstrated resilience are a must, as we work in an ever-changing, fast-paced environment.

This is an **Auckland-based** role, based in our** Rosedale office**. To be considered, you must be eligible to work legally in New Zealand on a full-time basis.

**First Things First - What We Can Offer You**
- Flexible 4-day work week, paid for 5 days (yes)
- Extremely generous, fully-paid parental leave
- Fun team camaraderie and events
- Casual dress
- Opportunities for growth and development

**Who Are We?**
- simPRO is a global leading Software-as-a-Service (SaaS) field service management solution for service, maintenance and project contractors. simPRO was founded in 2002 in Brisbane, Australia with operations in Australia, New Zealand, Singapore, the United Kingdom, Canada and the United States. simPRO empowers our trade service customers to connect the office to the field, deliver exceptional customer service and gain invaluable insights with automated processes, streamlined workflows and in-depth business reporting._

**What You’ll Do**
- People management of the support team, including carrying out both individual and team meetings, along with performance reviews
- Managing workloads, leave requests and preparing the team roster - often requiring your resourcefulness
- Supervising the support team in their day-to-day duties
- Be the ‘sounding board’ and guide the team through their daily interactions with our clients
- Assist with escalated troubleshooting matters
- Provide input into the ongoing maintenance of our on-line support system and into the enhancement of our client support procedures
- Assist in continuous improvement of our training programs
- Contribute, question and share knowledge with other simPRO teams for product enhancements
- Regularly report on KPI’s and performance to senior leadership in relation to team performance.

**What You'll Bring**
- At least **1+ years of experience **as a Team Leader in a similar role
- Ability to inspire productive, engaged and positive team members
- Amazing customer service and troubleshooting/problem solving abilities
- Excellent time management skills, with the ability to handle multiple priorities and changing schedules
- Work effectively under pressure and perform well within the team dynamic
- Self-motivation, with an ability to demonstrate resourcefulness and initiative
- Fantastic attention to detail, particularly in relation to documentation and processes
- Positive attitude and resilience. You love to roll your sleeves up and get things done
- Strong communication, negotiation and relationship-building skills
- Prior experience with the suite of simPRO products would be beneficial but not essential.

**Core values required of all simPRO employees**

While experience in the above areas will be highly considered, it’s important to note they will be secondary to the person with the right determination, attitude and simPRO compatibility. Our culture and core values are very important to us:

- ** We Are One Team**:

- ** We Own It**:

- ** We Innovate**:

- ** We Care**:

- ** We Have Fun**

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