Customer Support Team Leader

Customer Support Team Leader

We Go Beyond for A Safer World

For more than 50 years, Tait Communications has been designing, delivering, and supporting critical communications networks for public safety, transportation and utility customers around the world. Founded in Christchurch by Sir Angus Tait, we now have a network of customers and offices that spans the globe.

Our Service Management Centre employs a team of Customer Support Analysts and Engineers who provide 24/7 remote technical support and troubleshooting to our customers critical communication systems and networks, through the management of network events and incidents from start through to resolution.

Te Tūranga - The Role

Due to growth within our Service Management Centre (SMC), we're looking to employ a Team Leader to manage a small team of Customer Support Analysts. In this role, you will work closely with other team leaders and the SMC Manager to ensure seamless customer support and a consistently high level of service across shifts.

In this role, you will be responsible for onboarding, training and developing your team, and inspiring them to deliver high-quality customer outcomes. You will act as a point of escalation, ensure adequate coverage and resource across the shift, and monitor response time and quality.

Due to the 24/7 operation of the Service Management Centre, this role will operate as part of a shift roster with a mixture of day and night shifts. Shift, meal and overtime allowances are provided in addition to base salary.

Ō pūkenga - About You

• We're looking for someone who has previous experience working in a technical support environment, such as a network operations centre (NOC) or an ITIL based service desk environment.
• Excellent communication skills are a must in this role, including the ability to explain technical concepts to non-technical people.
• Previous experience leading teams, whether in a technical or non-technical environment, would be a plus.
• Experience of Radio, Telco or IP network management or field support will be viewed favourably.
• Great customer service skills, with a willingness to go the extra mile to reach a good customer outcome, is a must!
• Must be able to work as part of a shift pattern including a mixture of day and night shifts.

Ngā painga - what's in it for you?

We are an employer that is committed to making a difference for families and communities and supporting people to build rewarding careers. We achieve this through employing people who connect with our Values (Commitment to listen. Courage to Act and Integrity to Deliver) that underpin our way of working together. We are committed to investing in our people, developing both individuals and teams to support a high-performance culture.

• We prioritise your wellbeing through health insurance, annual flu vaccinations and extra sick leave in your first year.
• We provide a comfortable work environment through modern office facilities with free onsite parking, gym, and café.
• We recognise your commitment through long service benefits.
• We balance work with fun through our active social club!

Ko koe pea tēnei? - Sound like your kind of role?

If you are looking to take that next step in your career and are ready to work for a high performing organisation, alongside talented people who take pride in delivering great results, apply now with your CV and cover letter.

Applications will be assessed as they are received, and your CV will be held unless you contact us to requesting this to be removed:

Applications will close Tuesday 15th October 2024.

For more information about the company, our products and solutions offered to our customers, please visit our website: www.taitcommunications.com