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Technical Support Lead

3 months ago

Johannesburg, Gauteng, South Africa Freedom Won (Pty) Ltd Full time

Key Responsibilities:

  • Oversee the daytoday operations of the Technical Support Team.
  • Act as a senior agent who will drive customer satisfaction through customer support.
  • Act as a mentor and provide oversight, coaching, and training to technical support staff.
  • Be the point of contact when it comes to technical escalations.
  • Record and track team SLAs and workflows.
  • Manage and report on all incoming technical support inquiries.
  • Assist in the creation of the team KPIs as well as monitor and report on results.
  • Be actively involved with the operational delivery and UAT if required for new product and feature releases.
  • Monitor team performance and report on metrics.
  • Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner.
  • Work to create any relevant support material for the team.
  • Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents.
  • Implement any necessary preventive measures to reduce customer faults and issues.
  • Review all technical support related processes and documentation for continuous improvement.
  • Assist in the creation and implementation of customer selfservice material and tools.
  • Determining project requirements and developing work schedules for the team.
  • Delegating tasks and achieving daily, weekly, and monthly goals.
  • Liaising with team members, management, and clients to ensure projects are completed to standard.
  • Identifying risks and forming contingency plans as soon as possible.
  • Analyzing existing operations and scheduling training sessions and meetings to discuss improvements.
  • Keeping up to date with industry trends and developments.
  • Updating work schedules and performing troubleshooting as required.
  • Motivating staff and creating a space where they can ask questions and voice their concerns.
  • Being transparent with the team about challenges, failures, and successes.
  • Writing progress reports and delivering presentations to the relevant stakeholders.

Essential Requirements:

  • Matric (Grade 12)
  • 5+ years experience in a Technical Support Lead role.
  • Proven people management and leadership skills.
  • Excellent communicator, both oral and written.
  • Strong problem solving skills.
  • Strong analytical skills to investigate and resolve customer support tickets.
  • Able to multitask efficiently under time pressure.
  • Able to work with cutting edge technology and assimilate information rapidly.
  • Previous experience in managing customer focused teams.
  • Proven experience in managing a service and support focused team culture.
  • Experience in a similar role would be advantageous.
  • Excellent technical, diagnostic, and troubleshooting skills.
  • Strong leadership and organizational abilities.
  • Willingness to build professional relationships with staff and clients.
  • Excellent communication, motivational, and interpersonal skills.
  • No criminal record

Beneficial Requirements:

  • Must be able to work in a fastpaced environment.
  • Must possess organizational and problemsolving skills.
  • Must be able to work with a team.
  • Must be able to communicate using oral and basic written communication.
  • Excellent technical, diagnostic, and troubleshooting skills.
  • Strong leadership and organizational abilities.
  • Willingness to build professional relationships with staff and clients.
  • Excellent communication, motivational, and interpersonal skills.