Customer Support Manager

About Us

Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. So, when you think of Ideagen, think of it as the silent teammate that's always working behind the scenes to help those people who make our lives safer and better.

Every day millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs.

Ideagen believe that by recruiting diverse and talented individuals, we create an inclusive community for all. We are committed to empowering all colleagues to maximise their potential and express their unique characteristics, experience, and knowledge to achieve their ambitions.

This role will take the Ideagen Lucidity Customer Support channel to the next level as we continue to accelerate the growth of the business. We are seeking someone interested in scaling and growing a Customer Support function in a SaaS environment.

Responsibilities

Developing an in-depth knowledge of the Ideagen Lucidity system Staying up to date on product changes/releases.

Directly resolving escalated customer issues by providing support and guidance in the use of Ideagen Lucidity.

Developing and maintaining processes and policies to accommodate growth while enhancing the Ideagen Lucidity.

Support channel and the experience for our clients Maintaining Support SLAs Analysing and providing feedback on support themes/issues to build the business case for improvements to process and product.

Complying with and supporting our ISO 27001 Information Security Management System as it applies to your role within the organisation.

Benefits Flexible workplace - we will support you with your WFH requirements.

Opportunity to continually innovate the support experience at a fast-growing organisation

Skills and Experience

• Passionate about creative problem-solving for customers and internal teams
• Eager to learn and thrive in a collaborative environment.
• A thoughtful communicator who can break a customer issue down to its core components Analytical mind Experience supporting multiple products and regions
• Nurturing and eager to help others succeed.
• Experience working with Agile development.
• Technical understanding of APIs, BI tools, and SQL Previous experience in a Health & Safety environment

Behaviours:

• Ambitious - Drive, Planning & Execution
• Adventurous - Flexibility, Resilience & Savvy thinking
• Community - Collaboration & Communication