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Product Support Manager

General information

Location:

Macquarie Park - New South Wales - Australia

Function:

Customer/Technical Support

Ref #:

20210017987

Description & Requirements

Description

POSITION SUMMARY:

Reporting to the Sr. Director of Product Support, this role holds a position on the KGS APAC Support leadership team.

You will be an experienced Customer Services professional with solid business acumen and high energy, as well as possess an enthusiastic and professional outlook.

Recognised as a high achiever, you will possess the necessary Management, Customer Service, Stakeholder management and Customer escalation experience combined with excellent interpersonal skills to effectively manage positive Customer and Employee outcomes.

Understanding business needs, challenges and opportunities and being able to translate these into initiatives and applicable positive business outcomes is a must for this role.

The ability to make an immediate impact for customers in a mission critical situation is essential, you will thrive in a culture of world class Employee Engagement and Support Services delivery that is also down to earth and an environment that truly values and recognises staff contributions.

DUTIES AND RESPONSIBILITIES:

1. Managing and coordinating a team of Product Support Specialists and Customer Service Coordinators.
2. Providing day-to-day work directions within the Technical Support Centre to ensure World Class Support Service delivery.
3. Supporting the organisation’s security and data protection policies, with emphasis on the protection of sensitive customer information.
4. Working closely with Support Management to ensure that Case Backlog, Response, Resolution times and other critical Support Services KPIs are managed within defined and published targets
5. Working closely with technical support staff to enhance overall performance. Analysing performance, highlighting problem areas, implementing projects for improvements.
6. Employing extensive systems knowledge to developing technical support processes to aid performance and efficiency within the Technical Support Centre.
7. Take ownership of setting up regular meetings, training and counselling sessions for all direct reports, soliciting feedback from stakeholders on operations and requirements.
8. Contributing to team meetings, offering suggestions and ideas to underpin key success factors
9. Responsibility for developing and maintaining positive relationships with customers (management and staff) and ensuring high level of satisfaction with technical support services.
10. Working with the Professional Services group to ensure Customers are appropriately transitioned to Support.
11. Responsible for annual reviews, goals, and development plans of direct reports.
12. Provide standby, public holidays cover and after hour service as needed to meet business requirements.

Qualifications

QUALIFICATIONS: (education, prior experience, personal attribute etc)

To be considered for this position all candidates must have the following pre-requisites:

• High level of competency within the following technologies;

o Web technologies and Client/Server technologies
o MS SQL and Oracle relational database management
systems and SQL Scripting
o Java
o Microsoft Operating systems
o Networking technologies

• Experience in ERP and/or HCM environments highly desirable
• A strong Customer Service Management track record with at least 8 years’ experience in a similar role, ideally from an Enterprise Support Centre background, with demonstrated management techniques and technical support process methodologies
• Staff management and development experience including performance and incentive planning, people management, leading, motivating and supporting a team
• Case management skills including ongoing and proactive workforce planning based on call volumes, staff outages, escalations etc.
• Exceptional communication skills, verbal and written with a strong attention to detail
• Ability to diagnose or understand customer’s technical problems/requirements and devise a suitable technical solution.
• Proven ability to understand and drive customer satisfaction key motivators.
• Demonstrated ability to interface directly with customers on a wide range of technical and operational issues.
• High level of competency within a Windows Operating and Application environment.
• Operational statistical analytical ability using applications such as Excel etc.
• Related IT degree/ related field preferred or minimum 8 years work experience in like field.

KEY COMPETENCIES:

• Strong verbal and written English skills is ESSENTIAL.
• Excellent leadership and communication skills
• A willingness to learn and a determination to succeed with a proven track record in leading and managing high performing teams
• Superior customer service skills
• Ability to remain focussed with a solid attention to detail
• Strong and effective time management skills with the ability to work to key deadlines
• Ability to translate business issues into appropriate outcomes

ACCOUNTABILITIES AND KEY RESULT AREAS:

• Management of case backlog to defined targets
• Management of Support Services Key Performance Indicators, including Customer Satisfaction
• Excellent work quality and quantity
• Ability to make decisions which best fit the customer
• Dependability and reliability
• Customer feedback and reference ability

Corporate overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at www.ukg.com/careers

EEO Statement

Equal Opportunity Employer

Kronos, a UKG Company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, protected veteran status, disability or any other basis protected by federal, state or local law.


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Kronos participates in E-Verify. View the E-Verify posters here.


Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email KronosCareers@kronos.com or please call 1 (978) 250 9800.

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