About the business and the role

AVANSER is an established company that provides call intelligence solutions & analytics direct to business and to resellers. We provide awesome telco tech that enables medium to large businesses.

We have grown rapidly with offices now situated throughout Australia, New Zealand, Malaysia & Singapore; and provide services in 60 countries.  We are the Company to join if you want to develop & progress your career.

Our Solution is a sophisticated and flexible technical product that empowers businesses to focus on their key drivers for growth.

Job tasks and responsibilities

An exciting opportunity exists to embrace a hands on role that is pivotal in the provisioning and issue resolution of our client base.  As our Support Team Leader you’ll be responsible for the day to day operation of the support team, ensuring client satisfaction through achievement of SLAs and maintaining an open and collaborative team environment and culture.  You will seek out process improvement opportunities to create efficiencies for clients and AVANSER.

To be successful in this role you must be willing to learn the ropes from within the team, jump in and help when volume is high and use the down time to improve and coach the team.

You will need to be technically savvy and be comfortable in tech conversations – but we don’t want or need you to be an IT professional.

AVANSER brings very cool tech solutions that provide insight into Call Intelligence and Analytics for businesses of all sizes.

Skills and experience

Your duties will include:

• Provide an Effective Level of Service to our clients.
• Empower Support Team Members 
• Monitor and take steps to ensure adherence to the team SLA
• Delegate staff and resources 
• Assist with implementation of new products and features, and assist with testing of new support tools
• Support Operations Manager with Process Improvement/Automation
• Escalation Point for Client Feedback 

Essential Skills:

• Tertiary Education that focuses on Communication, Client Support or Information Technology
• 2-5 years’ experience within a support / technical assistance team environment including some leadership examples of projects or people.
• An aptitude towards supporting technical products to a non-technical audience.
• A passion for working in a fast paced environment and a willingness to go above and beyond for our clients
• Technology Literacy: embraces technology as a tool for efficiency.  Is familiar with G Suite, Windows and various collaboration tools. Understand Telephony infrastructure and Digital Marketing Solutions.
• Communication: the ability to communicate clearly and concisely, in verbal and written forms, varying communication style depending upon the audience.
• Commerciality: ability to apply knowledge in a practical, commercial manner.  Understands the key drivers in business success.
• Ability to manage own and others’ priorities with internal and external clients.

Job benefits and perks

Full Time Established Role within Great Can Do Culture Team

Dynamic and Energetic Environment with ongoing mentoring from very experienced senior professionals

Modern North Sydney Location, plus Work from Home Flexibility