We are in Business for People, empowering people in service organizations with innovative Enterprise and Business software solutions. We've innovated and taken a new approach to delivering ERP that works for people. Self-driving, adaptive and intuitive software that is changing the way people work. Our solutions empower people and deliver a better people experience so people can spend time on meaningful high value work they live for.Read more on our website about how we transform work and how people feel about it, so our customers and their people can thrive.Job DescriptionAs a Team Leader, you are responsible for ensuring consistency of approach & process across all Customer Support teams.What you will do:Provide strong leadership and guidance to the teamMotivate, coach, inspire and develop everyone within the teamEnsure that support cases are prioritised in line with agreed parametersTake ownership of customer escalations on a regular basis, striving for timely resolution and performing root cause analysis where requiredManage the performance and development of everyone within the team. This incorporates 1:1 reviews, supporting personal development plans, ongoing coaching and conducting 6 monthly and annual performance development reviewsProactively manage and plan the resolution of all outstanding customer support cases within your area of remit. This includes driving resolution %, whilst also effectively managing aged support cases, with up to date plans to resolve all outstanding cases.Effectively plan and review resource availability of the team to ensure adequate resources are available to meet forecast demand. To reassess plans on an ongoing basis and make any necessary adjustments to shrinkage.Work with support manager to ensure thorough induction procedures for new starters.As part of the leadership team, you will be responsible for driving improvements and creating enthusiasm regarding change.Foster an environment of continuous improvement and development, measuring success.You will need to drive the achievement of SLA's and KPI's, including measuring, monitoring, managing, and communicating. You will set SMART objectives to support any key areas of focus.To comply with the company's information and security requirements and all the company's business procedures, policies, and ISO/BS standards.You will serve in a dual capacity as both a Team Leader and an Application Support Consultant, with equal allocation of responsibilities (50:50).QualificationsIt would be desirable to have a Bachelor degree in a relevant fieldPrevious experience of working as a Team Leader or Manager in a SaaS software business would be desirableYou like to interact & build relationships with people at all levels and are able to manage multiple prioritiesExcellent data reporting, presentation and communication skillsClear focus on customers, performance, and resultsHigh level of initiative and responsibility, self-reliant actionYou have an excellent knowledge & grasp of the Customer Support processYou like to work together and learn a lot from an experienced teamYou love to work on your own next to feeling proud to be part of a team and achieving success togetherSQL KnowledgeAny ERP module knowledge (Financial/Logistic/Project Costing and Billing PCB/Human Resources)Willing to work hybrid (1 or 2 days/week) in Kuala Lumpur.Willing to work in Australian timezone if neededNice to have:Knowledge on Financial or PCB module would be an assetKnowledge or experience with ServiceNowPrevious experience of working within Corporate ITITIL knowledgeProject Management SkillAdditional InformationWe offer:A chance to participate in the development of a leading global software firm. You will have the opportunity to work within an organization that gives you the freedom and autonomy to be successful. An attractive salary while working in a challenging international environment with enthusiastic colleagues who like to learn from each other.At Unit4 we invest in your personal and professional growth. We don't focus on how many days you work, we trust you on delivering results - thus, we have an unlimited vacation policy. In addition, you can continue to grow your career into other positions and for example, handle the cloud environments for our customers based on Azure infrastructure.Unit4 is committed to ensuring equal opportunity for everyone. Together, we continue to build an inclusive culture that encourages and celebrates the diversity of our employees, where they all are seen as a real value to the company. We guarantee a fair consideration for employment, without discrimination. That's why we make our hiring decisions solid based on merit, qualifications and current business needs. We invite you to be a part of this diversity and join our community!
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