Head of Technical

2 weeks ago


Gardens, Western Cape, South Africa West Coast Personnel Full time
Published

  • March 27, 202
  • Location
  • Montague Gardens, Cape Town, South Africa
  • Category
  • Business
  • Job Type
  • Fulltime
  • Salary Type
  • Monthly Salary
  • Salary


R20,000
  • R25,000 Per Month

Description:

Responsibilities:

  • Technical Support in all aspects, Low Voltage Tech team, High Voltage team, Offsite team etc.
  • Freshdesk ticketing system always kept up to date.
  • Reports on Freshdesk ticketing system to Division Head.
  • Weekly and Monthly Reports on each agents' Current tickets.
  • Ensuring ticket system is kept up to date by respective agents with constant updates to tickets i.e. daily notes added, and updates made where contact was made.
  • Answering of WhatsApp/phone calls on priority line immediately where possible and where not within the same day, nothing left behind.
  • Answering of Calls till 8pm daily Monday
  • Sunday.
  • Ensuring all agents technical knowledge is always correct and pertinent. (Ongoing training and insight)
  • Assisting Agents in team with difficult queries.
  • Assisting Service Manager in Service department where needed and when needed, that department flows after ours so a good process flow needs to stay intact.
  • Assisting all other departments who might require your technical assistance or input.
  • Discussing and Decision making on any new processes and new methods to streamline work with other HOD.
  • Ensuring all reports and admin is always up to date.
  • Reports to Division Head on Staff performance, problematic areas etc so that, if need be, they can be addressed.
  • Overseeing all callouts and or call out responsibilities and timelines/schedules
  • Escalations of irate difficult or problematic clients to find a healthy resolution and resolve
  • Overseeing of HIGH VOLTAGE control room and operating standards.
  • Ensuring all HV clients get immediately sorted out or within given SLA


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