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Technical Support Manager

Phocas Software
Closing date
4 Oct 2021

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Technology & New Media
Contract Type
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About PhocasFrom start-up to scale-up! Created in London in 2001 and headquartered in Sydney, co-founders 'Marvellous Myles' (an Aussie backpacker) and Paul McGee (ERP Owner) have carved out a niche to help companies turn manufacturing, distribution, and retail data into results. Our award-winning software provides customers with insights that help them make more informed, data-driven decisions, improving efficiencies, and boosting their bottom line.

Phocas isn't just loved by our customers. We also have some of the happiest employees going around! In fact, Phocas ranks #1 in G2 Crowd, has a 4.9/5 rating on Glassdoor, and in 2019 & 2021 Phocas won the Culture Transformation Award from Human Synergistics, in recognition of our constructive and positive culture.

Phocas invests in it's people and culture to create an environment that is collaborative, fun and fulfilling! Working at Phocas you can expect to be pushed by your peers, challenged every day and have a lot of enjoyment in the process! We work hard, have heaps of enthusiasm, love to learn and are an incredibly close-knit, family orientated global team.

If you are driven to make an impact, have high energy and a deeply care about customers and colleagues alike then read on to see if Phocas has the right role for you;

So what does this role look like?You would manage and coach a small customer support team to ensure they deliver an awesome customer experience, on time, within budget and to the highest standards of professionalism. Your mission will be to future proof a high performing, highly skilled customer support team, building strong internal relations and always striving for success, with an eye on suggesting and implementing improvements, with a mindset of delighting Phocas customers in all that you do!

This is an office based role with a fun, supportive and collaborative culture.

RequirementsOn a daily basis you will motivate, coach and guide the Customer Support team, monitoring performance and taking charge of defining and delivering customer support objectives, ensuring the quality and responsiveness of the team is continuously to a high standard that exceeds customer expectations. Where required you will act as an escalation point for complex cases and keep abreast of Phocas software, system information, and new features / product enhancements.

This is an exciting period of growth for Phocas, globally, so if you have strong people management and customer support skills, please see the full job description here;

PD - CET - Customer Support Manager UK 2021 VF.docx - click to apply today!

BenefitsWe hire the best people which is why we give so much in return. In addition to your 5 weeks paid holiday, workplace pension, you can look forward to
  • Fun / Fulfilling Awesome culture and meaningful work
  • Autonomy Trusted to follow your passion and make it your own
  • Growth Opportunity to be more - for you and the business
  • Wellness We believe in a real work-life balance and have a strong family-orientated culture
  • Remuneration Competitive salary with the opportunity to share in our success
  • Flexibility Freedom to work when and where you need
  • Excellent additional perks Stunning office with ample free parking, modern technology, sociable environment, Cash Plan, Group Life Assurance, Group Income Protection, Private Medical Healthcare, Pension.
We are a 2020 Circle Back Initiative Employer - we commit to respond to every applicant

To all recruitment agencies Phocas does not accept agency resumes. Please do not forward resumes to our jobs alias, Phocas employees or any other company location. Phocas will not be responsible for any fees related to unsolicited resumes.

Phocas is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.
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