Traffic Controller (Dispatch Manager)

Award winning Cloud Technology Consulting firm in Sydney, Australia has an opening for a [ROLE]. The current role will be full-time and salaried, working primarily during Australian business hours (however we allow flexible work). We are looking to build a relationship with someone who can help our business succeed over a long term.

We have been operating in Australia and the Philippines for 8 years and have a strong industry presence and are looking to hire someone who is a dedicated, dynamic individual with strong knowledge and experience. We are a technology-forward business and knowledge of cloud-based IT business systems (especially G Suite) is essential. You'll be joining a team of A-players and we expect the same from you.

About the job:
You will be tasked to oversee technical support delivery across varied technologies (file storage, cloud email/communication systems and telephony). Your key responsibility will be the successful delivery of a high level of support and service to our customers. Day-to-day - that means managing 500+ tickets each week hitting our helpdesk and also managing live-chat conversations with our customers.

Key responsibilities for the role:
- Primary dispatcher for helpdesk across 4 technical delivery units, as well as sales queue and finance queue.
- Management of SLAs and response times for service delivery
- Management of project delivery metrics and liaison with project delivery teams
- Primary support person for Livechat queries via our website
- Working with divisional leaders and Service Manager on initiatives to deliver excellent support to our customers
- In your off-time: Managing content for website and marketing initiatives


Qualifications/experience required:
- 3+ years in IT/technical support in a dispatch/support management role (essential)
- Very strong customer service and interpersonal skills
- Excellent communication skills.
- Strong ability to work autonomously and to be self-resourceful


It will be extremely advantageous for you to have an interest and experience in:
- Working in the cloud (i.e. working in the browser) and how that is changing the business landscape
- Small businesses (i.e. up 1-30 employees) and their particular challenges and needs
- Google G Suite Technology (Gmail, Google Docs, Google Drive etc.) and it's integrations



Applicants MUST be based in the Philippines. Cebu area preferred.
Applicants MUST submit application via this form to be considered: https://goo.gl/forms/jpBktkoHWL0CmWRa2
Please also check and re-check the links to your resume to ensure they are correct. We will only contact valid submissions.