About Us
Founded 36 years ago, Micromine is a leading provider of next generation technology for the global mineral resources industry. With 22 international offices, we are one of the world's premier mining software companies, with our solutions used in more than 90 countries, including over 50 active mine sites and 3,000 diverse projects.
What We Offer
A dynamic multinational company, on a high growth trajectory, with the benefits of an established market leading business:
- The chance to manage a national team.
- A team first culture and the chance to work within the mining technology industry.
- Flexible working arrangements to balance work and home life.
- A global business, where senior managers know your name, and decisions get made quickly.
- Discounted private health insurance and free gym membership.
- Opportunities for professional development and progression.
- A new modern office within Perth’s CBD.
About The Opportunity
Our Operations team, based at Micromine HQ in the Perth CBD, are currently seeking a Technical Support Team Lead (Mining) to join them. This role is responsible for leading the technical support function for all Mining / Geology related product lines.
Reporting directly to the Global Head of Technical Support, your key responsibilities will include:
- Recruiting, training, and managing local and international technical support resources.
- Acting as the point of contact for regional escalations, as well as best-practice processes and procedures.
- Conducting regular case reviews to identify improvement areas, whilst managing the ticket life cycle to maintain case data quality.
- Driving adherence to ticket SLA targets and ensuring high levels of customer satisfaction.
- Building and maintaining reports on customer support cases for senior leadership.
- Occasionally provide telephone, email and face-to-face support for users who have a current maintenance agreement.
About You
You will have a background in customer service, including experience within technical support roles gained within a mining or geology environment.
Other key skills, experience, and qualifications:
- Technical experience operating mining software in the mine planning, design and scheduling space
- Previous people management or team lead experience
- Tertiary qualification in Information Technology, Computer Science, Mining Engineering, Geology or similar
Next Steps
Ready to join the Micromine team? Apply now or visit www.micromine.com to learn more.