ERP Technical Support Team Leader L2 Onsite

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Description

About the organization The organization is one of Australia and New Zealand's leading business software companies, providing ERP, payroll, and workforce management solutions to mid-market businesses. Their product MYOB Acumatica is a highly configurable cloud ERP platform covering financials, inventory, workforce management, and payroll, used by hundreds of businesses across AU and NZ. What the Role Is You are the operational and people leader for a team of L2 Support Engineers. You own the team's performance, coaching and development, SLA adherence, and the relationship between your team and organization's customers and partners. You are also the communication link between your team and a wide range of organization's internal stakeholders' product, marketing, professional services, and implementation. You will work alongside at least one retained Australian-based Team Leader and be expected to cover their responsibilities when they are on leave. This is a genuine leadership role with growing operational authority not a senior agent with a different title. What You Will Be Doing • Lead, coach, and develop a team of L2 Support Engineers quality feedback, performance conversations, capability building, and team engagement. • Own team performance metrics: CSAT, SLA adherence, case quality scores, time to resolution, and team engagement survey results. • Conduct onboarding calls with new customers and partners setting expectations on SLAs, the support portal, and how to engage effectively with the team. • Serve as the escalation point when customers or partners are not getting the outcome they need coordinate the right engineer and get things moving. • Run structured, regular engagement with organization's channel partner network this is a consistent and important part of the role, not occasional contact. • Communicate product and compliance changes from organization's internal teams to your engineers you are the change communication link for your team. • Work closely with the retained Australian Team Leader and L3 team as part of a broader support leadership structure. • Manage team leave balances and operational housekeeping keep the team healthy and sustainable. What We Are Looking For • Experience leading a technical support or customer success team in a B2B software, SaaS, IT helpdesk, or enterprise application support environment. • Strong coaching and performance management capability you have developed team members, managed underperformance, and built

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