Support Team Lead

6 months ago

Johannesburg, South Africa KERRIDGE COMMERCIAL SYSTEMS CORP Full time

Kerridge CS Commercial Systems is a market leader in the development and provision of trading and financial software environments for specialist Distribution, Wholesale, Merchant and Retail industry sectors, addressing single or multi-branch operations, as well as catering for organisations with 'point-of-sale' showrooms and warehouses.

**Role Summary**

The Support Team Leader’s main duties will be to:

- Accurately resolve complex problems using investigative and analytical skills
- Identify and replicate problems that require a software change by Development
- Work as part of the Support Team
- Work with other departments to provide solutions to the Customer
- Manage all aspects of the day-to-day operation of a Team of Application Support Analyst’s
- Ensure the Team provides Customers with an efficient, professional high quality Support service in accordance with the Service Level Agreement
- Assist Support Team to resolve problems and queries
- Build and develop good relationships with Customers and other KCS departments
- Support, motivate and develop Support Team
- Ensure Support Team receive the necessary training

**Key Responsibilities**:
The Support Team Leader’s main duties and responsibilities will be:

- Ensuring that the Team provides an efficient high quality Support service in accordance with the Service Level Agreement
- Pro-actively taking an overview of the Support service provided by the Team, addressing any issues as necessary
- Monitoring the Teams call’s on a regular basis and in particular
- Ensuring that the incoming call queues are monitored and actioned effectively on a regular basis
- Reviewing all Team member’s calls on at least a fortnightly basis and offering guidance and advice where necessary
- Ensuring the workload is evenly distributed amongst the Team and the Team member’s undertake a wide variety of calls
- Ensuring the Team provides effective correct and prompt call resolutions, and keep old calls to a minimum
- Identifying personnel with specific training needs or with the potential to develop further, and implementing a training plan
- Developing the Team member’s so they can also undertake chargeable or after sales work including Suppoprt standby and Customer training
- Ensuring the Support Analyst’s work together as a Team and adopt a more pro-active approach to handling Support calls and building good Customer relationships
- Ensuring that the Team provides the appropriate Consultancy assistance to the KCS foreign offices and other KCS departments, for example the Implementation Team
- Ensuring the Team follows and applies the standard Commercial Software Support Procedures nd Practices
- Pro-actively and regularly reviewing the skill base and composition of the Team to ensure the optimum service is delivered, making best use of resources and recommending changes as appropriate
- Alerting the Assistant Manager as necessary regarding any Team issues or problems, and dealing with these when appropriate
- Pro-actively undertaking a wide variety of Support calls, other Support work and after sales work following the correct procedures and practices
- Continually and pro-actively acquiring and retaining knowledge of KCS products and systems and encouraging other Support personnel to do this
- Pro-actively adding to and using the Support tools such as Intranet to gain and share knowledge and encouraging other Support personnel to do this
- Improving relationships with Customers, and when necessary acting as a key contact for Customers, preparing for and attending meetings as required
- Effectively handling complaints and call escalation requests from Customers, referring any serious complaints to the Assistant Manager
- Work with the other Team Leaders and Assistant Manager to ensure that a consistent approach is adopted to support at all times by all members of the Support Team’s
- Pro-actively analysing the work undertaken by Support and identifying ways in which repetitive calls can be reduced or eliminated
- Assisting the Management Team to review internal Support procedures and revise or develop new Support procedures, ensuring that all Support personnel are aware of these
- Assisting the Assistant Manager to recruit new Application Support personnel
- Alerting senior personnel and the Management Team as necessary regarding any sensitive Customer issues
- Taking the initiative and identifying ways in which the Support service and/or Support procedures can be improved and work with the Management Team to implement new initiatives
- Undertaking any other projects as required by the Assistan Manager, Application Support Manager or the Chief Operating Officer

**Job Function Competencies**

1. Motivate and lead the Team

2. Assist the Team with complex problems

3. Assist the Team to prioritise workload

4. Analyse workload as required (by individual, by Customer, by module etc)

5. Identify Team training requirements

6. Identify areas for improvemen

  • Accounts Receivable Team Lead

    6 months ago

    Johannesburg, South Africa ADvTECH Support Office Full time

    **Overall Purpose of the Job**: The Accounts Receivable Team Lead is responsible for planning, leading, organizing and coordinating subordinate staff in their daily operations of various credit control activities including, but not limited to, collections/investigations/review of journals and customer queries. The Team Lead is also responsible for building a...

  • Support Team Lead

    3 weeks ago

    Johannesburg, South Africa Reflex Solutions (Pty) Ltd Full time

    **About Reflex** Reflex Solutions, founded in 2000 in South Africa, is a leader in providing seamless Information and Communication Technology (ICT) solutions. With a focus on building and managing the technological backbone that powers businesses, Reflex Solutions offers high-value, end-to-end ICT solutions that are critical for the development and growth...

  • Support Team Lead

    2 weeks ago

    Johannesburg, South Africa Reflex Solutions Full time

    Job title : Support Team LeadJob Location : Gauteng, JohannesburgDeadline : December 26, 2024Quick Recommended Links Jobs by Location Job by industries About the role The role of the Support Team Lead is to provide support and managerial oversight for the various technical operations within the Workplace Management department. The Support Team Lead will be...

  • Support Team Lead

    1 week ago

    Johannesburg, South Africa Reflex Solutions Full time

    Job title : Support Team Lead Job Location : Gauteng, Johannesburg Deadline : December 26, 2024 Quick Recommended Links Jobs by Location Job by industries About the role The role of the Support Team Lead is to provide support and managerial oversight for the various technical operations within the Workplace Management department. The...

  • IT Support Team Lead Manager

    2 weeks ago

    Johannesburg, Gauteng, South Africa Reflex Solutions Full time

    Job Overview:Reflex Solutions is seeking an experienced IT Support Team Lead to manage and oversee the daily operations of our technical support teams. This role requires a strong leader who can motivate and inspire team members to deliver exceptional service to our customers.Key Responsibilities:Team Leadership: The successful candidate will be responsible...

  • Support Team Lead

    4 months ago

    Johannesburg, South Africa KERRIDGE COMMERCIAL SYSTEMS CORP Full time

    "At KCS we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work."_ - inspHire is a market leader in the development and provision of rental industry...

  • Customer Support Team Lead

    2 months ago

    Johannesburg, South Africa RPMGlobal Holdings Limited Full time

    **About the Role** We are seeking a dynamic and experienced Customer Support Team Leader to join our growing team in Centurion, South Africa. As the Customer Support Team Leader, you will be responsible for leading a team of Customer Support Consultants, ensuring they deliver outstanding service to our clients. You will play a critical role in maintaining...

  • Customer Support Team Lead

    2 months ago

    Johannesburg, South Africa RPMGlobal Full time

    **About the Role** We are seeking a dynamic and experienced Customer Support Team Leader to join our growing team in Centurion, South Africa. As the Customer Support Team Leader, you will be responsible for leading a team of Customer Support Consultants, ensuring they deliver outstanding service to our clients. You will play a critical role in maintaining...

  • Customer Support Team Lead

    2 months ago

    Johannesburg, South Africa RPMGlobal Full time

    About the Role We are seeking a dynamic and experienced Customer Support Team Leader to join our growing team in Centurion, South Africa. As the Customer Support Team Leader, you will be responsible for leading a team of Customer Support Consultants, ensuring they deliver outstanding service to our clients. You will play a critical role in maintaining high...

  • Technical Support Team Lead

    1 month ago

    Johannesburg, Gauteng, South Africa Capital Recruit Full time

    Job SummaryWe are seeking a highly skilled and experienced Technical Support Team Lead to join our Operations Division. The primary role of the Technical Support Team Lead is to act as the first point of contact for our clients, efficiently managing and delegating support tickets to the appropriate technical staff, and ensuring these tickets are resolved...

  • Technical Support Team Lead

    3 weeks ago

    Johannesburg Metropolitan Area, South Africa Snaphunt Full time

    Job OverviewSnaphunt is seeking a highly skilled and experienced Technical Support Team Lead to join our team. As a key member of our support division, you will play a vital role in ensuring the delivery of high-quality technical support services to our clients.About the JobThis is a full-time position based in a location that can be determined at a later...

  • Support Team Lead

    6 months ago

    Johannesburg, South Africa The Hiring House Full time

    Your role is to take ownership of customer issues reported and see them through to resolution, including if these are later identified as bugs. **Essential requirements***: - IT Degree or Diploma - 4 years working within the telecommunications industry. - 4 years IT Support - 4 years Workable knowledge of Linux - 4 years Oracle, MySQL, Postgres DB...

  • Support Team Lead

    6 months ago

    Johannesburg, South Africa KERRIDGE COMMERCIAL SYSTEMS CORP Full time

    "At KCS we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work."_ inspHire is a market leader in the development and provision of rental industry...

  • QA Lead

    2 weeks ago

    Johannesburg, South Africa Team Finder Full time

    **Role Overview**: The Lead QA is a pivotal role aimed at elevating the quality assurance processes within the organsaton. This role is not just about managing a team; it’s about transforming our QA landscape by leading the transition from manual to automated testing, ensuring that our software products are of the highest quality and meet the evolving...

  • IT Support Team Lead and Project Coordinator

    6 months ago

    Johannesburg, South Africa Kontak Recruitment SA Full time

    Randburg, Johannesburg, Gauteng - Information Technology **IT Support Team Lead and Project Coordinator (JB4145)** **R25 - 30 000 per month, negotiable** **Randburg, Johannesburg** **Permanent** This role is ideal for individuals who are highly driven, deadline orientated and able to identify upsell opportunities for the sales team. **Minimum...

  • Team Lead Recon Support

    2 weeks ago

    Johannesburg, South Africa Nedbank Full time

    **Job Purpose** - To support business objectives by managing fulfilment of requests from clients and staff in order to achieve business results with effective level of client satisfaction and risk management**Responsibilities**: - Manage financial loses by ensuring correctness, accuracy of flow of information - Ensure achievement of financial targets by...

  • IT Infrastructure Support Specialist

    1 week ago

    Johannesburg, Gauteng, South Africa Blueion Support Services Full time

    Job Title: IT Infrastructure Support SpecialistWe are seeking a highly skilled IT Infrastructure Support Specialist to join our team at Blueion Support Services.About the RoleThis is an exciting opportunity to work in a dynamic and fast-paced environment supporting a global 24/7 Microsoft-based infrastructure across multiple datacenters.You will be working...

  • Team Lead: Technical Support

    6 months ago

    Johannesburg, South Africa Moladira Skills Full time

    To lead a team of second line technical support agents, ensuring swift and effective resolution of customer technical queries. The Team Leader will be responsible for driving customer satisfaction and retention by implementing innovative support strategies, managing team productivity, and maintaining high technical and service standards. **Minimum...

  • Senior Manufacturing Lead with Laser Cutting Expertise

    3 weeks ago

    Johannesburg, Gauteng, South Africa Pronto Labour Team Full time

    Job Title: Senior Manufacturing Lead with Laser Cutting ExpertiseWe are seeking a highly skilled Senior Manufacturing Lead to join our team at Pronto Labour Team. As a Senior Manufacturing Lead, you will be responsible for overseeing the production process and ensuring that all products meet high quality standards.About the Role:Lead a team of manufacturing...

  • Technical Team Lead

    6 months ago

    Johannesburg, South Africa FirstRand Full time

    Job Description To provide expert advice and support in practice formulation and associated best practice improvements Responsible for leading and developing a team of technical resources that provide operational project and technical support- Hello Future Technical Team Lead - Welcome to FNB, the home of the #changeables. We design for the shapeshifters...