The role will require you to possess a love for analysing information, data and providing insights in order to improve services and processes. You will be a leadership figure in our Help Desk team, where you will be ensuring that SLAs are being adhered to, tickets are being completed on time, but also digging into customer sentiment, ticket age tiers, resolution times, ticket traffic hours, which client has the most tickets, which module has the most bug reports, and a whole lot more; there is plenty of data to be lost in.
This role is ideal for someone starting out in data science or has been involved in running small support teams using ticket management systems focusing on an analytic perspective. This isn't a role where you'll be expected to answer calls and handle tickets yourself, but your role will be to focus on finding the good and the bad, those pesky bottlenecks and communication failures, and working with the relevant team members and leaders to improve the efficiency of response, resolution and sentiment by the nature of your findings. Should you find success in this role, it can lead to a larger role in managing our support services.
Requirements and Skills
- Strong analytical mindset with a love for numbers
- Assertive attitude to ensure that tickets are assigned to the right agents and done on time
- Able to come up with actionable items and solutions using data insights
- A background in data science or analytics
- Strong written skills and willing to create reports
- A good understanding of customer support and customer first attitude
- Able to work with different levels of expertise and seniority
- Willingness to learn about the product and the industry
- A good understanding of SLAs
- Previous experience in a product company would be highly advantageous
- Knowledge of product development practices would be highly advantageous
Benefits
- You will be provided with a laptop and equipment required for your role
- Upon being made permanent you will be eligible for a monthly performance-related bonus
- Gain access and experience to the fast-growing Australian Digital Healthcare Industry
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