Roles and Responsibilities

Product Knowledge

• Develop and maintain advanced knowledge of the functional, operational, and technical aspects of Janison's products
• Required to learn application configuration and apply understanding of infrastructure or development constraints for diagnosis
• Ensure regular participation is met in development sprint demos to maintain current knowledge of functional, operational, and technical aspects of the Janison products
• Required to participate in product training to learn updates and support all Janison Products or Clients
• Participate in handover training for new clients transitioning into BAU Support
• Effectively and accurately communicate relevant product knowledge to clients and Janison staff in a timely manner

Ticket Management

• Ensure that new unassigned tickets are triaged and responded to within SLA timeframes (First Reply Time)
• Ensure that backlog tickets are resolved or escalated to JIRA within SLA timeframes (Agent Work Time)
• Ensure that backlog tickets are updated in a timely manner with current developments within SLA timeframes (Next Reply Time or Periodic Reply Time)
• Ensure that the client is provided with any known workarounds immediately or within SLA timeframes
• Ensure that regular requests for follow-up are issued to tickets that are pending the client’s response daily
• Ensure testing is performed in test environments before the configuration is implemented into production environments.
• Support UAT and report bugs, and deficiencies identified in the product immediately
• Defuse situations where there is a risk of client dissatisfaction
• Administration control of the Zendesk Ticketing System, with cross-knowledge requirements for the Jira Ticketing System

Team Management

• Manage local support staff
• Manage support rosters by setting up efficient 24/7 coverage
• Product escalation point
• Hire and train Technical Support Engineers as required to meet demands
• Manage and report staff performance/goal reviews
• Manage regular team meetings to discuss priorities, clients, and product updates
• Ensure Technical Support Engineers are meeting SLA timeframes by actioning unassigned tickets and  backlogs, and escalating to Level 3 if required
• Ensure the team is providing any known workarounds immediately.
• Ensure the team is following support best practices

Release Management

• Develop a schedule for UAT and prod deployment with the client as per the release management plan and send release notes to the client
• Monitor deployments and ensure sanity testing is done by the team after each release

Analytics / Reporting

• Create internal reports to report on Technical Support statistics.o Ticket SLA’so Call SLA’so Same-Day Resolutiono Customer Satisfactiono On-time Delivery of Tasks and Knowledge Articles assigned
• Create scheduled external reports for company customers
• Produce ad-hoc reports as required

Meeting Management

• Arrange and lead client support meetings on Support topics if required.
• Participate as requested in monthly client account reviews and provide support statistics as required.

Process Improvements

• Perform deep dive analysis on incidents tagged for review to reduce escalations to Level 3 teams
• Update client site configuration documentation with any changes that have been made within agreed timeframes and uploaded to the knowledge bank
• Create or update Knowledge Bank articles for identified workarounds to be promoted to client-facing resources

People Management

• Regularly coach the team, provide and document feedback, and collaborate on improvement action plans
• Ensure the team has access to knowledge resources and training needed
• Identify blockers, risks, and issues that can trigger attrition
• Promote a #onejanison culture across the team
• Retain 90% of A players, manage up B players, and roll out Performance Management initiatives for C players

Required Experience

• Tertiary qualifications or equivalent experience 
• At least 3 years experience in a management role 
• At least 5 years experience in a Customer Service role
• Experience in SaaS-based application support 
• Experience in Microsoft Office Operating Systems
• Experience in Customer Service or Service desk/call logging systems i.e. Zendesk, Jira, Freshdesk, Genesys
• Good understanding of computer systems (hardware, software andapplication), mobile devices, and other tech products
• Strong problem-solving and logical aptitude 
• Demonstrates excellent team management skills 
• Proven ability to lead and/or manage client engagements such assupport meetings
• Ability to liaise with employees at all levels 
• Demonstrates high levels of reliability, adaptability, and flexible 
• Proven ability to work on own initiative and prioritize own workloadeffectively

Desirable

• CSS, Automation, and basic scripting knowledge are favorable