- Serve as the lead point of contact for all partner account management matters - Build and maintain strong, long-lasting partner relationships - Develop trusted advisor relationships with key accounts, stakeholders and executive sponsors - Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders - Identify areas of improvement to meet partner requirements - Forecast and track key account metrics (e.g. quarterly sales results and annual forecasts) - Prepare reports on account status - Collaborate with Business Development Mananger to identify and grow opportunities within territory - Assist with challenging partner requests or issue escalations as needed- Management of various cloud services, incl. Microsft Cloud, Adobe Suite, Dropbox, etc.- Invoicing of services to partners- Commercial Broadband sales- Dell, HP, LENOVO, Toshiba workstation/laptop & server hardware sales and assistance- Charity/NFP partner assistance and management- Website, Domain, DNS hosting sales assistance- Acronis and Datto Backup sales management- Partner IT documentation maintenance/management; inc. licence management, SSL certification management (quoting and orders/sales), backup management, records keeping management etc.- Antivirus licence sales and assistance (Bitdefender, Defender)

Provide effective management of the Australian Support Centre ensuring the team is resourced within budget, delivers the agreed Service Standards whilst maintaining high quality standards for Guardian customers Manage all Product Support Agents and Supervisors, ensuring each team member is performing to agreed standards Analyzing and assessing the team workflow to ensure appropriate of allocation across all shifts whilst observing the requirement to meet agreed Service Standards Manage the Support Centre Zendesk ticketing system including management of Agents, LiteAgents and Administrators.Using Zendesk to create reporting metrics to manage the Support Centre performance against agreed targets Manage any service interruptions, coordinating response in accordance with agreed processes and procedures Ensure that data privacy sensitive tasks are quality assured, and for investigating any data breaches instigated from the delivery of Support Services Design, deliver and maintain technical support training and other documentation (i.e. Knowledge Base articles) for all Support Agents. Specifically responsible for coordinating tefficient delivery of training to new Support team membersAssist in the management of Distributor Support Center relationships and their ability to provide quality Tier 1 support to their customers Identify and developing reports or reporting capabilities based on feedback Participate in User Acceptance Testing for Guardian Live and the In Vehicle System Software for new releases. Specifically interpret the changes relative to Support Services and update training and documentation in response to any changesContribute to product improvement by identifying and managing (in accordance with the quality management system) problems or ideas that will improve the overall service or product offeringDemonstrate a good understanding of Guardian products and services, to include the physical installation of the product

- Serve as the lead point of contact for all customer account management matters - Build and maintain strong, long-lasting client relationships - Negotiate contracts and close agreements to maximize profits - Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors - Ensure the timely and successful delivery of our solutions according to customer needs and objectives - Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders - Develop new business with existing clients and/or identify areas of improvement to meet sales quotas - Forecast and track key account metrics (e.g. quarterly sales results and annual forecasts) - Prepare reports on account status - Collaborate with sales team to identify and grow opportunities within territory - Assist with challenging client requests or issue escalations as needed- Management and maintenance of Office 365 Service Portal and additional cloud services- Invoicing of services to clients- Commercial Broadband sales & support- Dell, HP, LENOVO, Toshiba workstation/laptop & server hardware sales, configuration & support- Charity/NFP customer sales & support assistance- Website, Domain, DNS hosting sales & support assistance- VoIP voice & phone system sales/support (FreePBX); also responsible for the billing agreement setups- Microsoft Volume licence and O365 licence management/sales- Solarwinds CRM Take Control Viewer remote management services- Server 2008 – 2019 (basic usage) licence management/purchases- ShadowProtect Backup software (perpetual and cloud licences) management of the Cloud Service Portal for the licences (account creations/licence purchasing/etc.)- Client IT documentation maintenance/management; inc. licence management, SSL certification management (quoting and orders/sales), backup management, records keeping management etc.- Antivirus licence sales (Trend Micro, Bitdefender, ESET, Syamntec/Nortons)

- Assist with challenging client requests or issue escalations as needed- Liaising with internal support groups and external vendors- Ensuring appropriate process standards are met and maintained- Accurate documentation of tickets /calls - Initiate the problem management workflow process- Identification of areas of process improvement- Drive process improvement initiatives as required- Create and update relevant process and procedure documentation- On phone/onsite diagnostics and troubleshooting- Action requests and the delegation of related tasks to the appropriate areas- 1st Level telephone contact support- Deliver consistently high levels of customer service- Consistent achievement of First Contact Resolution performance metric- Accurate documentation of calls and cases- Manage time and workload to meet predetermined service levels- Maintain data accuracy in Service Centre through contact validation- Follow up Service Centre/BMC Remedy cases and requests to completion- Provide clients with problem reference numbers and request numbers- Understanding of various media sources that interface with the Service Desk- Support multiple clients through customer service professionalism and insight- Monthly systems maintenance for 60+ customers- Management of the maintenance service for the company- Addititonal roles as account manager, as listed above

- Liaising with internal support groups and external vendors- Working to achieve team wide Service Levels for calls and resolution- Ensuring appropriate process standards are met and maintained- Accurate documentation of tickets /calls - Initiate the problem management workflow process- Identification of areas of process improvement- Drive process improvement initiatives as required- Create and update relevant process and procedure documentation- On phone diagnostics and troubleshooting- Action requests and the delegation of related tasks to the appropriate areas- 1st Level telephone contact support.- Deliver consistently high levels of customer service.- Consistent achievement of First Contact Resolution performance metric.- Accurate documentation of calls and cases.- Manage time and workload to meet predetermined service levels.- Maintain data accuracy in Service Centre through contact validation.- Follow up Service Centre/BMC Remedy cases and requests to completion.- Provide clients with problem reference numbers and request numbers.- Understanding of various media sources that interface with the Service Desk.- Support multiple clients through customer service professionalism and insight.- To become multi-skilled as workload changes occur within the Service Centre.- To be able to champion, implement or support change.

Provide administration support to the NDC groupProvide and maintain Group meeting minutes, archiving, staff and tool registersAdministration of the Group Occupational Health and Safety databases and documentationMaintain and assist in the continual development of TransACT's Fibre Trace Tool Administer the Group Contractor registersMaintain Network records databases and produce reports Perform network data entry functions Telephone support of DBYD and Marketability queries as requiredAct as one of the ND&C representatives on TransACTs Safety First committeeProvide ND&C with monthly Safety First activities reportMaintain NND&C contractor databasesEnsure that OHS information and instructions accompany the completed design, as is necessary to ensure the health, safety and welfare of persons required to work with the installation of the network.Administration functions such as archiving, maintaining registers, minuting and distribution of meeting minutes, raising and receipting of purchase ordersSupport DBYD emergency requests and administration as required.Be able to work well as part of a flexible and dynamic teamApply all duties in a safe manner.Comply with all reasonable directions from Network Design and Construction management and Network Design and Construction’s HSE Manager relating to occupational health and safety.Bring to the attention of Network Design and Construction management and/or Network Design and Construction’s Manager any concerns relating to occupational health and safety.Conduct weekly and monthly reporting on the infrastructure roll outConduct the marketability checks for sales staff Maintain and assist in the continual development of the marketability systemManage the roll out of NBN & DSLAM infrastructure and maintain the database of continuing worksManage external contractors for conducting the roll out of the infrastructure

Sales targets [Elec, Gas, telecommunications, banking]Customer Complaints HandlingTechnical Support/AdviceActewAGL/TransACT bill paymentsBanking tellerSales TargetsAppointments with VIP CustomersPromotion of both ActewAGL and TransACT at different sales events [e.g. Canberra Show, Home and Lifestyle Expo, Etc.]Customer Complaints HandlingTechnical Support/AdviceEquipment Delivery/Pick-upMobile phone deliveries/setupWeekly/monthly/yearly reportingLoans targetsMoney handling/reportsFire warden/Safety officerPromotion of ActewAGL, TransACT & SOMBGeneral day to day banking [deposits, withdrawals, setting up term deposits, etc.]Energy saving advice