Customer Support Team Leader – Sydney, Australia
RIB Group
Sydney, Australia
3d ago


  • Provide professional technical support services to Exactal and RIB ANZ customers, meeting customer expectations, and ensuring queries are resolved efficiently and effectively.
  • Manage and lead a small team of Support Engineers providing service desk support in the ANZ region.
  • Provide guidance to the team and ensure their communications and responses to clients are accurate and professional.
  • Track, analyse and ensure prompt resolution of customer cases in the Helpdesk system and provide weekly reports to management.
  • Analyse customers’ needs and recommend solutions that address their IT and business requirements particularly with large / strategic customers.
  • Work with customer IT teams to identify issues impacting the operation of their Exactal or RIB ANZ products.
  • Requirements

  • Tertiary Education in IT / Computer or equivalent.
  • At least 5 years’ experience in a helpdesk or systems administration role.
  • At least 2 years’ experience managing a customer-focussed support team.
  • Very customer focused, with a positive attitude and high standards in customer service.
  • Strong knowledge and exposure to Windows Server, Windows and Microsoft Office.
  • TCP / IP & Networking
  • Knowledge or experience in any of the following will be an advantage :
  • Virtualisation technologies including VMware and Hyper-V.
  • Cloud platforms, particularly AWS and Microsoft Azure.
  • Browsers and web technologies;
  • CAD software;
  • Database software.
  • High level pre-sales support experience.
  • Knowledge or experience in the Construction industry.
  • Ability to communicate complex IT issues to both technical and non-technical audiences.
  • The successful candidate will demonstrate a high level of commitment and enthusiasm, be happy to be part of a small and dynamic team, be willing to take responsibility and relish the challenge of delighting our customers.


  • Competitive salary.
  • You will become an expert in some of the world’s leading construction software products.
  • You will be involved in the leading edge of the industry and be a key part of friendly, dynamic working environment.
  • Please note :

  • Please send us a detailed resume with expected salary.
  • Applicants should have the right to live and work in Australia.
  • Applications from recruitment companies will not be accepted.
  • All personal data collected will be treated in strict confidence and used for recruitment only.
  • Exactal Group is an equal opportunity employer. We ensure that every job applicant and employee has equal employment opportunities.

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