Helia
Service Desk Manager
Accelerating financial wellbeing through home ownership, now and for the future.
Customer Support
Full-time
Office | Sydney, Australia
Visa sponsorship · No
Mid Level · A role for someone with some well-developed knowledge and skills they can bring to the role and team. Typically within 2-5 years of experience.
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Why Helia
Helia (formerly Genworth) has proudly played a pivotal role in the property market since 1965. As Australia’s first Lenders Mortgage Insurance (LMI) provider, we are a specialist in our field and are dedicated to leading the way for years to come.
For many Australians, owning your own home remains a lifetime aspiration, and we work with our customers and partners to help them achieve this dream at various stages of their home buying journey — whether they are looking to save for a deposit, purchase their first home, upgrade or manage retirement by unlocking equity in their home later in life.
We are reimagining the home ownership experience to get you there faster.
Our purpose is to accelerate financial wellbeing through home ownership, now and for the future.
About the role
Our TechOps Team follows an Agile squad model – we form in self managing teams to solve key business problems. Each squad is full dev-ops – they build, enhance and operate their products. Team members need to be ‘specialist generalists,’ each person bringing their key domain knowledge but also eager to work on other technologies or roles to ensure the squad meets its outcomes. To promote knowledge transfer, informal learning and solve problems in new ways.
What you'll be responsible for
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Customer Support Team Training
Provide ongoing training, support, and coaching to help customer support teams achieve their goals and objectives
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Customer Support Technology Management
Identify and implement technology to optimize processes and collaboration for customer-facing teams to deliver high-levels of support
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Technical Incident Resolution
Analyze and resolve technical and functional product issues for internal and external customers
Skills you'll need
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Collaboration
Works with others by being open, clear in communication and listening to achieve goals
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Prioritization
Compares and ranks the relative importance &/or urgency of different tasks to identify the best order of actions
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Problem solving
Identifies problems and develops logical solutions that address the problems
Meet the team
