About the Role

We are looking for a Technical Support Team Leader who is both a strong leader and a hands-on problem solver. In this role, you will lead by example, working alongside your team to provide exceptional technical support to system users while mentoring and guiding support staff to improve efficiency and service quality.

This is a lead-from-the-front role, where you will not only oversee the support team but also actively assist in troubleshooting and problem resolution to ensure a seamless user experience. Additionally, you will collaborate closely with the IT team, ensuring that issues raised by the support team are properly escalated, tracked, and resolved efficiently.

Key Responsibilities:

• Lead, mentor, and support the technical support team to ensure consistent, high-quality service.
• Work alongside the team, handling escalated support requests and troubleshooting complex technical issues.
• Develop and refine support workflows, documentation, and best practices to enhance efficiency.
• Train and coach support team members to improve their technical skills and problem-solving abilities.
• Collaborate with the IT team, ensuring effective escalation and resolution of technical issues raised by the support team.
• Act as the bridge between support and development teams, ensuring recurring issues are identified and addressed.
• Perform quality assurance (QA) and software testing, helping maintain system reliability.
• Ensure timely escalation and resolution of issues, always keeping user satisfaction at the forefront.

Qualifications and Skills:

Required:

• Proven experience in a leadership role within a technical support, IT helpdesk, or customer support environment.
• Strong technical troubleshooting skills, with experience in supporting web-based applications.
• Experience in mentoring and coaching a team to improve performance and efficiency.
• Excellent communication and interpersonal skills, with the ability to simplify technical concepts for non-technical users.
• Familiarity with helpdesk software, ticketing systems, and IT service management (ITSM) tools.
• Ability to work cross-functionally, effectively coordinating with IT and development teams for issue resolution.
• Strong problem-solving skills, with a proactive approach to continuous improvement.

Preferred:

• Experience in software testing and quality assurance (QA).
• Knowledge of network troubleshooting, browser-related issues, and cloud-based applications.
• Experience with ITIL frameworks or similar support methodologies.
• Exposure to SaaS applications and cloud-based systems.
• Relevant certifications are a plus.

What We Offer:

• A supportive and inclusive workplace culture.
• Opportunities for career growth and professional development.
• Access to cutting-edge tools and technology.
• Flexible work arrangements and a healthy work-life balance.

About us

@realty is a leading real estate platform with a reputation for innovation and excellence, that allow real estate agents to operate their own business using our infrastructure. We service over 900 agents across Australia and New Zealand. We have built our proprietary CRM system that we continuously provide support for and serves as our point of difference in the market place.