Support Manager

Superloop is Australia’s modern challenger telco and internet service provider that’s unleashing the unlimited possibilities of the internet. Superloop is all about experience - we are not just a utility - with a promise to be super from the ground up. We’re more tech than telco, and we deliver quality service across our consumer, business, and wholesale units.
Our can-do culture will excite and ignite our customers as we deploy game-changing solutions that solve customer pain points, backed by great customer service delivered by our highly enthused team of Superloopers, who are committed to making the internet experience super.

The Broadband Networks and Smart Communities (BNSC) Team are responsible for the delivery, management and support of Superloop’s wholesale fibre-to-the-premises and smart community solutions.
 

Visit www.superloop.com to learn more.

Business Unit Overview

The Smart Communities Team are responsible for the delivery, management and support of the company’s wholesale fibre-to-the-premises and wireless internet services. The team provides a mix of technical and customer service support, and acts as the first port of call for issues and enquiries for our Superloop Wifi consumer and business customers to ensure ongoing connectivity.

Role Purpose

The Smart Communities Support Manager role will provide leadership, mentoring and support to the Support Team to ensure a customer focused service. 

Key Responsibilities

• Act as a point of management escalation for the frontline and escalated support team (currently approx. 20 team members).
• Liaise with customers, suppliers, vendors and internal stakeholders to ensure timely resolution of faults and enquiries.
• Take ownership and complete allocated tasks/projects/activities to agreed timelines or client SLA’s.
• Act as a point of management escalation for client site contacts and managers.
• Encourage and empower continuous improvement across the team for training, performance, process and communication.
• Manage support team engagement with other SC teams such as Network Engineering, Presales, Project Deployment, Software Development and Sales.
• Manage SC support team engagement with other Superloop business units to expedite resolutions
• Engage with other members of the SC Leadership team.
• Act as the conduit between support team with SC Head of Operations and SC Director
• Provide support and guidance to team members as they perform their daily activities.
• Perform ticket quality audits (such as recorded calls, emails and chat messages) to ensure minimum quality levels are achieved for service ticket creation, troubleshooting, and timely communication.
• Maintaining the roster to ensure correct coverage based on volume and time of day.
• Develop team member professional growth goals and encourage continual Improvement.
• Supervise daily process and procedures building best practice processes, systems and reports or adjusting as per operational requirements.
• Managing ticketing system(s), status alerting sites and helpdesk knowledgebase.
• Ensure all emails and customer engagement are acted upon and followed through appropriately.
• Taking ticket overflow triage coverage where appropriate
• Ensure compliance with laws and Superloop policies and procedures
• Ability to work without supervision, individually and in a team environment.
• Excellent communication (both verbal and written) and interpersonal skills.

Qualifications and Experience

• Have 5 years of industry experience in customer service/client services role.
• Highly desirable– At least 12 months experience in assisting a Team Leader and/ or Operations Manager.
• Proven ability to work within a dynamic business environment consisting of small and large teams.
• Have the ability to build and maintain both strong internal relationships; and professional relationships with clients.
• Have a proactive approach to achieving successful results.
• Have a high analytical and attention to detail focus.
• Be adaptable and influential in a positive workplace culture.
• Time management and the ability to organise resources and meet deadlines.
• Excellent written and verbal communication skills with the ability to communicate to people in a range of positions.
• Strong experience in networking or IT related role.
• Strong knowledge of how general Support Systems function such as KPI Setting, NPS Reporting, Workflow routing, Chat and Phone System Queues missed call, dropped call reporting
• Sound knowledge of Layer 3 (IPv4/IPv6) and Layer 2 (ethernet switching) technologies.
• Sound understanding of wireless technologies, radio frequencies and coverage zones.
• Strong customer service ethic.
• Drivers license and ability to travel.
• Ability to travel internationally with a valid passport.
• Ability to obtain working with children check and/or Blue Card.
• Ability to obtain a successful police check suitable with the position of working in areas of Education, Defence, Government, Large Enterprise and Residential settings.
• Ability to meet WH&S requirements as stipulated by the organisation or our customers - such as vaccinations, white card or other reasonable licenses.
• Desirable - Knowledge of AI use In Support Systems
• Desirable - Degree in IT, Computer Science or equivalent experience to the same level.
• Desirable - Experience in maintaining large-scale Wi-Fi and FTTP, FTTB and fibre technologies.

Key Deliverables

• Leading by example and supporting our support team members with technical and communicative development.

• Triage new incidents and Service Requests as they are received, prioritise and act appropriately to ensure that critical issues are addressed in a timely manner.

• Ensure that all escalations are acknowledged and dealt with as per OLA timeframes.
• Escalate unresolved issues and complaints, including technical & maintenance requests.

• Ensure outages and escalations are managed and escalated in a timely manner, including effective customer communications.
• Reporting to SC Leadership, Executive and Board Packs on trends and improvements
• Work collaboratively with customers, suppliers, vendors and internal stakeholders to ensure timely and successful delivery of solutions and resolution of incidents.
• Identify opportunities to improve processes in collaboration with the Support team.

Join us…become a “Superlooper”… here are some of our Super Work Perks! 

• Opportunities for career progression and professional development. 

• Flexible work arrangements to support work-life balance (3 days in the office, 2 days WFH).  

• FREE Home internet: You work for an ISP; you should get access to our network for free! 

• FREE Mobile: You can get free 4G Plus by signing up. 

• Generous Professional Development Policy: Up to $1,500 per person per annum.  

• Salary Sacrifice/Packaging.  

• FREE Flu shots. 

Apply today! 

Employment offer will be subject to satisfactory mandatory compliance checks including National Criminal History Check, employment reference checks and required identity checks. 

For your application to be considered, you will require full working rights in Australia. 

Thank you for your interest in the position. Please note that only short-listed candidates will be contacted.