Support Team Leader

Posted 06 December 2024
- LocationKuala Lumpur
- Job type Permanent
- Discipline Software Support
- ReferenceJ13720

**Job description**:
We’re looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow. Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them. What does Access offer you? We offer a blended approach to office working, expecting you to collaborate and connect in one of our thriving offices on average three days per week. We deliver on what we say, taking the development of our people seriously. We’ll work with you to progress your success plan and provide opportunities to accelerate your career. On top of a competitive salary, our wellbeing days taking you to 25 days leave a year and a health contribution, you’ll also be able to choose from a range of benefits to suit you. We’re an organisation that likes to give back, so you’ll also have three charity days allocated to support a cause that matters to you. About you: A self-directed, confident person who can work without a great deal of structure or supervision. The Team Lead role is fitting for a detail-oriented, technically minded leader with great communication and coaching skills and a desire to pursue a career in Management. In this role, you are a mentor for our Support Specialists (Configuration Specialist or Technical Support Specialist). You are responsible for guiding them through training and supporting them in a hands-on way as they build their expertise. In addition, you are an escalation point for them for difficult technical or customer communication challenges. You will also drive your own client-facing case/projects, but you will primarily provide support for your teammates. You will consult with groups across Paytronix in a highly collaborative team environment. Day-to-day, you will: - Execute all related policies, practices, and direction from the Director of Customer Support. - Lead and train a team of Support Specialists to triage, diagnose, and resolve all designated inbound customer inquiries regarding the use of their Paytronix platform. - Monitor phone and case queue(s). - Perform open case reviews to evaluate the performance of the team by assessing quality and quantity of work. - Ensure responses to support cases are documented in Salesforce, responded to, and resolved quickly, effectively and within prescribed SLAs. - Raise internal awareness and advocate on key themes, gaps in customer experience, and product deficiencies resulting from case reviews. - Follow-up on low customer satisfaction scores (CSAT) to help facilitate ways we can improve our customer satisfaction. - Conduct regular 1:1 coaching sessions with each member of the team on both performance and skills development. - Manage daily logistics for the team, including schedules and potentially the approval of vacation requests. - Organize and facilitate daily team meetings with a focus on unassigned case assignments. - Handle customer escalations that originate from the team and use them as coaching opportunities to further develop the team’s skillset. - Assist Director of Customer Support with writing and conducting performance reviews. - Champion case-deflection tactics to reduce inbound customer inquiries while increasing customer self-service resources. - Document technical processes & procedures, develop and review content for the customer knowledge base and internal Confluence site. Collaborate with other departments and leaders within Paytronix. What are we all about? The Access Group is one of the largest UK-headquartered providers of business management software to small and mid-sized organisations in the UK, Ireland, USA and Asia Pacific. It helps more than 100,000 customers across commercial and non-profit sectors become more productive and efficient. Our products and solutions go beyond providing technology, we connect the right people with the right data, at the right time, through Access Workspace. At Access, we are committed to creating a welcoming and inclusive environment where everyone can thrive. If you're excited about this role, (even if your previous experience doesn't align perfectly), you might just be the perfect fit for us We wholeheartedly believe in equality for all and the transformative power of diversity. Why not join our vibrant team where you can love what you do, love how you live, and most importantly, be authentically you? Let's make a difference together. Love Work. Love Life. Be You.