Norman Balke Email & Phone Number

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

As the Support Manager at FYIDocs, I lead our front-line Support Team, who play a pivotal role in assisting the growing number of accounting practices utilizing the FYI platform on a global scale. We are committed to ensuring the satisfaction of our clients, which include senior partners, practice managers, accountants, and administrators within busy.

Sydney, New South Wales, Australia

As Technical Support Manager at Shippit, you will play a critical role in ensuring that our customers receive world-class technical support and assistance with the Shippit solution. I lead a team of 20+ technical support professionals (both onshore and offshore), set strategic direction, and worked closely with cross-functional teams to continuously.

North Sydney, New South Wales, Australia

Responsible for the leadership and daily operations of a Team that provides exceptional support to our clients across Australia and NZ. This includes the management of workflow, call quality, service levels, team leader management, running efficient support squads and point of contact for all escalations.

North Sydney

As the Client Success Manager – Support Services, I am responsible for the daily operations of the Accountant’s Group Support Team across Australia and NZ. This includes the management of workflow, call quality, service levels, team leader mentoring, running efficient support squads and point of contact for all escalations.

North Sydney, NSW

• I lead a team responsible for defining and provisioning the Reckon APS cloud-based solution to our new and existing client base. My main focus is Project Management, Product development and management of the Support.
• Client engagements to identify requirements and define scope of work.
• Manage the Delivery team to install and configure the company products.
• Project planning.
• Defining the project plan, securing resources, task… Show more I lead a team responsible for defining and provisioning the Reckon APS cloud-based solution to our new and existing client base. My main focus is Project.
• Defining the project plan, securing resources, task assignments and delivery schedule

North Sydney

As the Team Leader I am responsible for the workflow, call quality and service levels of my team. I also provide technical and software support to clients, including management of issues from initiation to closure and assist in tracking and troubleshooting software issues to a complete resolution.The role also encompasses line management responsibilities.

• Provide prompt and effective support and maintenance to all internalcustomers for Workers Compensation systems and products. Duties also included:
• Identify & implement appropriate improvements in respect to systems and business processes and procedure.
• Identify, recommend and implement business process improvements that contribute to productivity and service objectives by reducing process steps and improving turnaround.
• Ensure adherence to internal policies and procedures… Show more Provide prompt and effective support and maintenance to all internalcustomers for Workers Compensation systems and products. Duties also included:
• Ensure adherence to internal policies and procedures, GovernmentLegislation, Business Compliance, and Privacy Guidelines.
• Manage team and individual workflows