Are you an experienced Support Desk Dispatcher?

Award winning Cloud Technology Consulting firm in Sydney, Australia has an opening for a dispatch manager. 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 and working on other administration tasks



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.

Please also check and re-check the links to your resume to ensure they are correct. We will only contact valid submissions.