Customer Support Manager

2 weeks ago

Cape Town, Western Cape, South Africa Traderoot Full time

THE ROLE


The Support Manager will be responsible for the operational management of the local Support team, which consists of Support Specialists providing technical support for the Traderoot Enterprise Platform (TEP) in collaboration with clients.


The Support Manager needs to be able to perform any of the duties of a Support Specialist, which means they must have a passion for problem solving and must have good communication skills since they will be expected to build and maintain good professional relationships with all Traderoot clients.

They will be required to escalate product issues effectively and efficiently for problem resolution interdepartmentally as well intra-departmentally, which further emphasises the need for good communication and teamwork skills.


Additionally, the Support Manager will co-ordinate task assignment and workflow within their team and will be responsible for operational interaction between their team and other teams and departments.


RESPONSIBILITIES

The position entails the following responsibilities:

  • Direct customer engagement.
  • Providing support for all solution suites of the Traderoot Enterprise Platform on clients' Production environments, based on the conditions of the client's Service Level Agreement.
  • Providing afterhours client support when and where required.
  • Task assignment and scheduling to complete tasks within allocated timeframes.
  • Managing and growing the team's shared assets.
  • Categorising support requests.
  • Identifying requests that require an Estimation of Effort.
  • Creating formal quotation documents from Estimations of Effort.
  • Identifying when escalation of support events to other departments is necessary and following up on them.
  • Staying up to date with all TEP software updates, changes, and releases.
  • Becoming proficient in TEP commissioning and upgrade principles.
  • Using the issue tracking system effectively.
  • Maintaining the client registry.
  • Capturing and processing statistics and compiling reports.
  • Attending multiteam and interdepartmental meetings.
  • Providing daily feedback to the department head.

Salary:
From R30,000.00 per month

Ability to commute/relocate:

  • Cape Town,

Western Cape:
Reliably commute or planning to relocate before starting work (required)

Experience:

  • Fintech: 5 years (required)

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