Support Team Leader

3 weeks ago

Kuala Lumpur, Malaysia Access Full time

**Sector**: Software Support
- **Expiry Date**: 17 April 2024
- **Job Ref**: J11233

Support Team Leader Join the Access Family and see how we make software ideas become a reality Our core value of ‘Love work, Love life’ has been central to our success and so we’re looking for people to join us who share our passion for making things better every day, to help us become a UK top 10 Software company driven through adoption of the Access Workspace platform. Are you ready for the challenge? What are we all about? At Access we love software and how technology never stays the same. It's this obsession that drives us to work closely across sectors to understand the business needs of our customers - from professional services to manufacturing to not for profits and more. We're passionate about helping our customers stay one step ahead of the challenges facing their industry and business. That's why over 1 million users and over 10,000 organisations rely on Access software to help their organisation thrive. About you: You are a self-motivated, analytical person that can think laterally and logically. You should enjoy delving deeply into problems to understand the core issue, but then be able to present the problem in simple terms to multiple stakeholders. You are a strong communicator with the ability to provide effective training to make a difference to both our customers and teams. You have a passion for coaching and growing team members. Day-to-day, you will: - Mentor and coach Support Consultants to provide customers with exceptional Help Desk support; including prioritising assigned workflow, monitoring and resolving issues and incidents, and ensuring accurate and timely documentation of all requests and outstanding issues - Ensure that customers experience exceptional service levels by proactively liaising with other internal departments to solve problems and provide seamless support - Assist with escalations and incidents, along with the Support Manager, effectively as appropriate, liaising confidently with customers to clarify details and enable accurate problem definition - Contribute to product direction by proactive feedback of software defects and/or enhancement requests to the Software Development teams, communicating business consequences of defects and participating in product functionality testing as required - Maintain appropriate systems, accounts and registers to ensure data is quality and accurate and updated in a timely and accurate manner based calls to and responses from clients - Develop and maintain close working relationships with other key internal stakeholders - Ensure the quality of Support meets our high Customer Service standards by delivering against and exceeding team performance, SLA’s and other KPI’s - Take initiative and support continuous improvement of our customers experience by proactively identifying and researching potential challenges and devising solutions - Represent Access at customer meetings and presenting a positive professional image. As a well-rounded Support Team Leader, your Skills and Experiences likely include: - Managed a team to achieve departmental goals and objectives, providing guidance, mentorship, and support to ensure team success solid experience of service delivery, ensuring customer needs are identified and the expected outcomes delivered - You are a role model for best practice and actively promote it. You deliver value to the business, effectively, efficiently and to a high standard. - You are flexible and pragmatic with an ability to self-plan and respond to shifting priorities with a strong delivery focus. - Ability to grasp new contexts, think beyond traditional solutions and challenge the status quo. - A strong communicator, confident, clear and warm with a flexible and constructive approach to customers and to the team alike. - You work at pace, are goal orientated and have a strong delivery focus. What does Access offer you? We are a growing software company and we deliver on what we say we do We take the development of our people very seriously We will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference. In addition to our standard benefits of 25 days holiday you will get: - A Competitive Salary - Giving Back/Charity days - Quarterly Socials Become part of our amazing Access family

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