Norman Balke Email & Phone Number

Sydney, Nsw, Au

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 accounting firms. Our support operations involve interactions through email and online meeting tools to promptly address inquiries, concerns, and… Show more 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 accounting firms. Our support operations involve interactions through email and online meeting tools to promptly address inquiries, concerns, and requests related to FYI and its extensive features.My primary responsibility is to provide comprehensive support to our clients, enabling them to streamline repetitive daily tasks, ultimately enhancing their productivity. In addition to this, I oversee the day-to-day operations of our support team and actively contribute to the continuous improvement of processes and knowledge within the team. Show less

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 improve our support processes.

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 Team. Responsibilities: • 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 Management, Product development and management of the Support Team. Responsibilities: • 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 assignments and delivery schedule• Navigating the company and securing commitments from cross-functional teams• Accountable for the timely delivery and quality of all project deliverables.• Lead a team located across Australia and New Zealand• Manage cross-organizational interactions with Development, Sales, Client Services, Client Support, Product Management and Third Party Vendors.• Manage all project communications - to the project team, client, and management team• Manage project change management• Coordination of test planning and execution.• Pro actively identify and communicate potential issues or risks with system landscape.• Getting hands-on, leading the configuration / on boarding cycle for key clients.• Overseeing and acting as the point of escalation for multiple client engagements.• Leading requirement gathering and solution workshops.• Detailing technical requirements through the creation of clear development documentation.• Acting as a point of escalation for clients throughout the implementation life cycle.• Provides customer service to clients in regards to software installation and configuration, Support, and hardware troubleshooting; • Develops and maintains positive customer relations. Show less

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 such as team reporting, day to day team supervision, resource planning, performance review, staff development plans and coaching of… Show more 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 such as team reporting, day to day team supervision, resource planning, performance review, staff development plans and coaching of staff. Show less

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:• 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, GovernmentLegislation, Business Compliance, and Privacy Guidelines.• Manage team and individual workflows• Coach, Train and develop staff on GIO applications.• Responsible for the development of training material, and the training of all new employees.• Utilise the ITIL methodology (Helpdesk, Problem management, Incident management, Change management) in the delivery of support solutions in order to maximise uptime of GIO Workers Compensation systems.Often serving as liaison between business management, technicalteams, user populations, and vendors.• Managed customer relationships with user community, vendors,application development teams, help desk call centre, and information systems department’s operations centre. Show less