Software Support Team Leader
2 days ago
The Support Team Leader will lead and empower a team of Support Specialists with a range of skills. They will keep close to each of their direct reports by monitoring behavior and running fortnightly 1:1 catch ups. They will help grow their team members by devising and maintaining personal development plans, reviewing their performance formally twice a year, and the information gathered will weigh into their remuneration review. They will administer and approve sick leave and annual leave, including time off in lieu to align with Support's rostering requirements.
The Support Team Leader will be responsible for the success of the onboarding of new team members, building induction plans and ensuring these are being completed. They will assist in creating and keeping learning material up to date for training new team members and people joining from other departments on process and tooling.
The Support Team Leader will be responsible for measuring and improving operational efficiency and success of their team. They will drive the team's goals in alignment with the departments KPIs. They will spend time reviewing ticket responses, listening to phone calls for their team and using the information gathered to mentor their team members on customer service. They will actively manage the support ticket queue, assist in triaging, and monitoring ticket SLAs.
The Support Team Leader will arrive before the shift starts to prepare, handle the handover, report on daily and weekly performance, and run the daily shift stand up. They will be actively involved in the shift ensuring the team is able to achieve their daily, weekly, and quarterly goals. They will be responsible for the shift roster for their team, working closely with other Support Team Leaders to ensure adequate cover is always available.
The Support Team Leader will be responsible for handling all customer escalations resulting from their team members and will invite relevant Support Specialists to the calls to ensure the customer's problem is understood, and a plan executed to rectify the situation.
The Support Team Leader will be required to continuously improve their product knowledge, keep up to date with the processes and tooling and jump into the shift operation to drive toward the daily, weekly, and quarterly goals alongside the team members. They will be required to perform ad-hoc duties which are consistent with their skill set and which are reasonably required from time to time.
The Support Team Leader will be responsible for assisting in capturing information, prioritizing, and executing new feature roll out plans or recovery efforts, or department process improvement plans. They will be responsible for representing the customer and managing product issues that impact customers by engaging directly with the relevant service line.
**_Person Specification (Skills and Attributes)_**
- Highly organized with fast and effective administration skills
- Proven experience leading a team of people with a minimum of 1 year of leadership experience
- Strong customer service experience, strong attention to detail and follow up skills
- Comfortably deal with difficult customers and high-pressure situations
- Interested by strategic progression but more excited about operational excellence
- High levels of energy, enthusiasm, and solutions orientated
- Understands KPIs and how to break down into achievable team goals
- Performing a range of tasks under competing demands and deadlines
- Have excellent oral, written, and interpersonal communication skills
- Prior experience in SaaS or Veterinary Market software a bonus
-
Customer Support Team Leader
7 months ago
Freemans Bay, New Zealand IDEXX Distribution, Inc. Full timeMeooow! That's cat for hello from ezyVet! Do you thrive off others success? Love process improvement, efficiency and customer success? How about making a positive impact on the veterinary industry though an awesome software? Sounds like we might just have an opportunity to get you purrriiinnngg! We're growing and in need of another Customer Support Team...
-
Customer Success Team Leader
7 months ago
Freemans Bay, New Zealand IDEXX Distribution, Inc. Full timeMeeooww! That's Cat for Hello from ezyVet! Are you looking for your next step in customer success? We have an exciting new opportunity! Check Meow't! But first, who are we? We're ezyVet, powered by IDEXX. We do veterinary practice management software - working with veterinary clinics to make their workflows more efficient through smart and intuitive...
-
Junior Software Engineer
2 months ago
Freemans Bay, New Zealand Gentrack Full time**The Company** Veovo is a market leader in Airport Smart Technology. With a global footprint of customers and capabilities that cover Airport Operations, Revenue management and Passenger Flow. Some of the world’s largest airports rely on Veovo. Focused on driving airport performance, our solutions enable airports to handle more aircraft and more...
-
Junior Software Developer
7 months ago
Freemans Bay, New Zealand Gentrack Full time**Be at the forefront of developing technology that is transforming the air travel industry.** Veovo, part of the NZX listed Gentrack Group, is a frontrunner in airport management technology. Our software is used by airports to improve how they run their operations and deliver brilliant traveller experiences. We bring innovation and pace to the market and...
-
Software Engineer
6 days ago
Freemans Bay, New Zealand Gentrack Full timeWe have a clear purpose**:to accelerate the global transformation to cleantech.** The world has woken up to the fact that water and energy are precious resources that must be cherished. Technology will play the leading role in transforming the industry so that we can all live a more sustainable life. Gentrack is a technology-first company that leads in our...
-
Software Engineers
3 hours ago
Freemans Bay, New Zealand Gentrack Full time**Permanent roles.37.5 hours per week Mon - Fri. Multiple vacancies.** **Salary range - $62,000 to $81,760 pa + perks + bonuses** We have a clear purpose**:to accelerate the global transformation to cleantech.** The world has woken up to the fact that water and energy are precious resources that must be cherished. Technology will play the leading role in...
-
Junior Software Engineer
8 months ago
Freemans Bay, New Zealand Gentrack Full timeThe Company Gentrack provides leading utilities across the world with innovative cleantech solutions. The global pace of change is accelerating, and utilities need to rebuild for a more sustainable future. Working with some of the world’s biggest energy and water companies, as well as innovative challenger brands, we are helping companies reshape what it...
-
Senior Software Engineer
8 months ago
Freemans Bay, New Zealand Gentrack Full time**The Company** Gentrack provides leading utilities across the world with innovative cleantech solutions. The global pace of change is accelerating, and utilities need to rebuild for a more sustainable future. Working with some of the world’s biggest energy and water companies, as well as innovative challenger brands, we are helping companies reshape what...
-
Intermediate Software Engineer
8 months ago
Freemans Bay, New Zealand Gentrack Full time**The Company** Gentrack provides leading utilities across the world with innovative cleantech solutions. The global pace of change is accelerating, and utilities need to rebuild for a more sustainable future. Working with some of the world’s biggest energy and water companies, as well as innovative challenger brands, we are helping companies reshape what...
-
Key Support Worker Team Leader
2 months ago
Hawke's Bay, New Zealand Presbyterian Support East Coast Full timeEnliven Intensive Home Support, a service of Presbyterian Support East Coast, provides support services for older people so they can live and enjoy life as a valued part of our community.We are looking for a permanent part-time Key Support Worker, Team Leader who is passionate about working with people and making a positive difference.You will work across...
-
Junior Software Implementation Specialist
7 months ago
Freemans Bay, New Zealand ezyVet Full timeezyVet provides **premium cloud-based practice and workflow management software solutions** to veterinary businesses across the globe. Our intuitive and innovative **ezyVet and Vet Radar** software transform the way our customers manage their clinics, specialist centres, hospitals, or universities by giving them more time and the tools to better care for our...
-
Support Associate
7 months ago
Freemans Bay, New Zealand IDEXX Distribution, Inc. Full time**Would you say you have a problem solving mindset! Do you have a knack of helping others? Are you looking for a new opportunity that will excite and challenge you everyday? **Well, we may just have a role that'll really get your juices flowing. We help vets be vets with our disruptive software that innovates, automates, and changes the Veterinary market...
-
Engineering Teams Lead
7 months ago
Freemans Bay, New Zealand IDEXX Distribution, Inc. Full time**Do you want to gain global experience by working in a dynamic and innovative SaaS Company?** We are on the hunt for **an Engineering Teams Lead** to join our highly successful and growing Engineering Department. ezyVet are rapidly growing in the Veterinary industry and we're looking for people leaders who are capable of driving delivery velocity by...
-
Technical Support Specialist
7 months ago
Freemans Bay, New Zealand ezyVet Full timeHey MOOO! Howl's it going? Ok so maybe our animal puns are a little cringe, but it caught your attention right? We're looking for technically minded, customer focused individuals keen to kick off their careers in Technical Support! But first, who are we? We're ezyVet, powered by IDEXX. We do veterinary practice management software - working with...
-
La Zeppa
7 months ago
Freemans Bay, New Zealand Cook Brothers Bars Full time**The Business** La Zeppa - A rooftop beauty! This spacious kitchen and bar is located in Freeman’s bay, directly behind Victoria Park. Whether it’s dinner with the crew, wines with the girls or date night - we’ve got you covered. Our mediterranean menu will also get you talking. Tapas with style, cocktails with a punch and DJ’s that guarantee to...
-
Administration Support
1 week ago
Bay of Plenty, New Zealand New Zealand Government Full timeMō Tātou - About Us Situated in the sunny eastern coast of New Zealand's North Island, the Bay of Plenty really is just that, offering vast golden sand beaches, bush clad mountains, lush farmlands and more. Its pleasant climate means that the area has become a favourite for holiday makers, retirees and those looking for a different lifestyle outside of the...
-
People Experience Leader, New Zealand
4 days ago
Freemans Bay, New Zealand Gentrack Full time**The Company** Gentrack provides leading utilities across the world with innovative cleantech solutions. The global pace of change is accelerating, and utilities need to rebuild for a more sustainable future. Working with some of the world’s biggest energy and water companies, as well as innovative challenger brands, we are helping companies reshape what...
-
People Experience Leader
6 days ago
Freemans Bay, New Zealand Gentrack Full time**The Company** Gentrack provides leading utilities across the world with innovative cleantech solutions. The global pace of change is accelerating, and utilities need to rebuild for a more sustainable future. Working with some of the world’s biggest energy and water companies, as well as innovative challenger brands, we are helping companies reshape what...
-
Technical Consultant
7 months ago
Freemans Bay, New Zealand Gentrack Full time**Be at the forefront of developing technology that is transforming the air travel industry.** Veovo, part of the NZX listed Gentrack Group, is a frontrunner in airport management technology. Our software is used by airports to improve how they run their operations and deliver brilliant traveller experiences. We bring innovation and pace to the market and...
-
Team Leader Regulatory Administration
2 months ago
Hawke's Bay, New Zealand This Is An It Support Group Full timeAre you a proactive leader with a passion for excellence and service in regulatory administration? We are seeking a skilled and motivated Team Leader for our Regulatory Administration team, responsible for overseeing the daily operations and driving a high-performing, customer-focused team that delivers solutions in alignment with Council strategies,...