We are seeking a highly skilled and experienced **Technical Support Manager** to join our team. As the Technical Support Manager, you will be responsible for overseeing a small team of level-1 and level-2 support agents, whilst providing technical support for our audiovisual projects.
You will handle level-1 to level-3 support tickets, ensuring prompt and efficient resolution of customer issues. Additionally, you will be involved in quoting technical audiovisual projects, maintaining a deep understanding of Mood's Solutions and other complementary technology, and supporting both external and internal stakeholders.
**About you**:
You are a leader, passionate about customer experience, are a self-directed learner with great communication skills and attention to detail, in addition to:
- Excellent verbal and written communication skills
- Ability to lead a small team facilitating; call assignments, escalations, KPI management & reporting
- Ability to balance multiple work streams working to business priorities
- Robust Working Knowledge of Audio Visual technology and troubleshooting
- Basic Working knowledge of IT Networking and Connectivity
- Ability to keep focused and proceed with logic in pressured situations
- Maintain and update project documentation and records
- Ability to coach and mentor team members to develop their skills and abilities
About the business
Mood Media is the market-leading provider of Audiovisual, "sensorial" marketing solutions within the Retail and Hospitality sectors in Australia, Asia, and Europe. For over 80 years, Mood Media delivers sensorial marketing solutions to international brands in over 50 countries, including over 12,000 client sites in Australia and New Zealand.
📌 Technical Support Manager (Av)
🏢 Mood Media
📍 Sydney