Product Support Manager
Plenti
Product Support Manager
Plenti has developed a lending platform to support our best-in-market lending products. This platform facilitates loan application journeys, provides portals for customers, partners, and staff, and manages finance processes, including payment and loan management. We are looking for a Product Support Manager to take ownership of our internal support processes. You will help to maintain high customer satisfaction through rapid issue resolution and escalation. This role offers a unique opportunity to shape and define the responsibilities and scope as the sole occupant of the position while contributing to the development of adjacent processes such as incident response.
Key responsibilities:
- Issue resolution: Respond to internal support tickets, provide troubleshooting advice and apply standard resolution tactics, conducting deep investigations where required
- Triage and backlog management: You will be responsible for determining business impact and triaging unresolvable tickets to an appropriate engineering team, while maintaining stakeholder expectations on resolution times.
- Reporting: Report on key support metrics including Mean Time To Resolve and Frequency of Occurrence
- Process improvement: Develop standard documentation and support runbooks. Improve ticket management processes
Skills & Experience Required:
- 3+ years of experience in relevant support roles with proven technical problem-solving skills
- Able to work as an individual and as part of a team
- Experience working with Engineering teams
- Excellent verbal and written communicator. Able to document work items including problem descriptions and requirements
- Able to explain highly technical information to a non-technical audience
This a permanent full time role, located in our Sydney, Martin Place office