Customer Support Manager

Evolution Business Systems (EBS) is a Melbourne based, leading business management software specialist that equips its clients with software designed to achieve their business goals. As a certified Microsoft partner, we have an expert focus on Microsoft Dynamics 365 Business Central.

EBS offers Australian businesses complete, whole-of-business software solutions. Microsoft Dynamics 365 Business Central, Continia Document Capture and Expense Management, Employment Hero Payroll, Power BI, Jet Reports and other ancillary solutions to automate organisations to be more productive.

Our success has stemmed from our core ‘EPIC’ values: An acronym for who we are and what we believe in: Ethics, Passion, Innovation and Community. At EBS we are ethical and act with integrity. We enjoy ourselves and have fun. Our culture is creative, energetic, and dynamic. As we succeed, we give back to our customers, to our team and to our community.

Perks

• Hybrid working and workplace flexibility
• Off-site team days
• Weekly team lunches
• Gym membership
• A day off on your birthday
• Two days paid leave per year for volunteer activities

Reporting to the Chief Operating Officer, you will be responsible for providing professional and timely support to customers across the suite of our solutions offerings. Focusing on workflow management, support, training, and documentation, you will lead and work closely with the Customer Support team to manage support responses and ensure customer satisfaction.

Working in conjunction with EBS management, you are responsible for ensuring the smooth running of the Customer Support team, providing valuable input into the direction of the team, improvements, and its future growth.

You are a professional with the experience and expertise within the technology space to help customers maximise the value they receive through our offerings.

Responsibilities

• Lead and manage the Customer Support team, along with supporting recruitment and resolving HR issues in conjunction with Deployed and EBS management.
• Manage workload across the team to ensure support responses and customer relationships are maintained to the customer’s satisfaction and within scope to agreed KPIs through outstanding communication.
• Monitor inbound support tickets and maintain support cases to effectively manage customer expectations and deliver exceptional customer outcomes.
• Work with the Customer Support team on quality control, guidelines, processes, and procedures to ensure everyone is working in the same way and to the same standard.
• Provide training and skill development to the Customer Support team, working with EBS management to build an appropriate learning and development schedule.

Skills and Experience

• Relevant IT tertiary qualification/s.
• Prior experience managing an off-shore IT customer support desk.
• Demonstrated extensive experience in supporting Microsoft Dynamics Business Central/NAV (2009 – current) and associated applications (Jet Reports, Power BI, payroll solutions, custom developments, and localisations, etc.).
• Prior experience with end user training.
• Experience with technical document writing.
• Strong leadership skills and capability.
• Excellent verbal and written communication skills.
• Outstanding interpersonal and customer service skills.
• Exceptional time management, time recording and organisational skills.
• Capacity to learn and retain knowledge about systems, processes, products, and services quickly and accurately.
• Ability to maintain a high level of productivity, manage competing priorities and work effectively with high levels of autonomy and self-direction in a fast-paced, collaborative, and dynamic team environment.
• Strong collaboration and stakeholder management skills.

What you'll get in return

• Competitive salary and benefits package
• Opportunities for career growth and advancement
• Supportive and inclusive work culture
• Learning and development programs
• Collaborative and team-oriented environment
• Recognition and rewards for outstanding performance
• Modern and well-equipped office facilities
• Diverse and challenging projects

Please note legal work rights are a pre-requisite for the success of your applications. We do not reply to applications making no reference to this.

EBS is committed to building a diverse workforce and an inclusive culture. Applications from people from all cultural backgrounds and abilities are strongly encouraged to apply.