Product Support Manager
2 weeks ago
KEY AREAS OF RESPONSIBILITY
- Customer Support
- Training (internal and external)
- Product testing
- Managing Product Support team. KEY RECEIVERS
- Customers
- Sales Team
- Support Staff
- R&D FUNCTIONAL OUTPUTS/
ACTIVITIES:
- Product Support: o Product Testing
- Provide input into the drafting of product manuals and pamphlets (included in product packaging)
- Review material supplied to customers for accuracy and completeness o Manage the Product Specialists
- Ability to trouble shoot and/or resolve technical product issues.
- Customer Support: o Ensure excellent quality support via telephone, over the counter & onsite.
- Manage the support ticketing system with tiers of support levels, adhering to SLA's on all tickets
- Manage the Customer Support Team
- Maintain constant communications with the customer until the technical issue is resolved.
- Prepare technical reports for customers, detailing the nature of the problem and the proposed solutions.
- Prepare weekly reports for the CTO, detailing the nature of the calls received, the proportion escalated to Tier 2 / Tier 3, solutions and time to resolve
Training:
- Provide internal training on all Products.
- Ensure that the Product Support Team receives regular and sufficient training.
- Create training programs for clients.
- Create (in conjunction with marketing):
- Product tutorials o Training videos
- Webinars o Ensure all new customers are trained on relevant products.
- Maintain internal and external training manuals
General:
- Adhere to company values, policies and procedures.
- Build and maintain good internal and customer relationships
5 Years' experience managing a team in a technical environment.
Personal characteristics and behavioral traits
- Good interpersonal skills
- Ability to interact with staff across all departments / levels and with customers.
- Ability to work under pressure.
- Excellent communication skills (preferably English and Afrikaans)
- Team Leader Competency set
- Strong technical skills
Accuracy
- Devotion to quality
- Planning
- Performing under pressure
- Social Skills
- Organizational Skills
- Sensitivit
Salary:
R40, R50,000.00 per month
Ability to commute/relocate:
- Gauteng, Gauteng: Reliably commute or planning to relocate before starting work (required)
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