Customer Service Desk Lead (Technical)
Semtech
📍 Australia, Victoria, Australia
Job Description
Job Summary:
This role is responsible formanaging and delivering technical support for M2M devices and airtime services (mobile and satellite) across alarge,diverse customer base. The role is hands-on–personallytroubleshooting and resolving complex issues while guiding and developing a small team of L2 support engineers. The role works closely with the Sales, Accounts, and mobile network provider teams to ensure prompt and effective issue resolution for customers.
Responsibilities:
Own the end-to-end incident management lifecycleat a L2/L3 layer –define, document, and continuously improve processes; drive team adherence throughtraining, audits, and corrective action[10%].
Review and triage incomingcustomertickets daily; assign issues to team membersbased on skill level,whilepersonally managing complex or high-impact issuesthrough to resolution;maintain clear and timely communication with customers throughoutthe issue lifecycle,colla...