Laura Mye Email & Phone Number

North Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Lead a support team as both a manager and a senior analyst; mentor, coach, support and engage theteam to be high performers to meet and exceed company service level agreements.• Report on system, team and customer support activities.• Provide software application support and problem resolution for users of Class platforms withinService Level Agreements.• Field and resolve inquiries and assist with escalations from clients and other internal stakeholders.• Respond to and follow-up support enquiries via phone, email, chat and other channels.• Provide subject matter expertise and analysis of requirements specification for new features ofClass platforms.• Liaise with internal stakeholders to resolve unusual and complex customer requests and assist withescalations - escalating issues through to Development if required• Coach and mentor customer service consultants to expand their capability and overall knowledgeand understanding of Class platforms.• Review customer requests and assess quality of output from consultants to identify and providefeedback on excellence and opportunities for improvement.• Assist with the development and provide peer review of Knowledge Base articles, helpdocumentation, and other training materials for new and existing features and/or processes.