Technical Supervisor
2 weeks ago
**Reference: AV 6668**
**Consultant: Anneke Viviers**
**Description**:
- Meet all own production quotas and goals.
- Supervise the teams: Online L3 Support, Device Activation and Assessment L4.
- Do the following for yourself and train your teams to upscale them:
- o Understand customer needs and develop solutions and support them.
- o Develop and grow the knowledge base of frequently asked questions.
- o Become fluent in demonstrating solutions on the devices using remote technology.
- o Become an expert on using all platforms, specifically using: the EPR system; the support systems (VoIP, WhatsApp, Ticketing) and the payment and terminal management platforms
- o Process your daily workflow / calls /support / orders / quotes on CRM platform.
- o Assist merchants with additional software on the devices as appropriate.
- o Ensure client satisfaction, and promptly escalate critical problems to management.
- o Communicate important feedback from Merchants internally.
- Organize and coordinate staff schedules.
- Assist Tech Support, Device Activation and Assessment teams to meet and exceed goals.
- Answer escalated merchant support questions and follow-up.
**Qualifications**:
- Grade 12 and/or higher level of education.
- Two years' previous experience in mentorship, and customer support.
- A proven technical / point-of-sales exposure track record.
- Excellent verbal and written communication skills.
- Persuasive and goal oriented.
- Excellent verbal presentation skills.
- Computer, android and web skills and experience with tracking and recording call information, updating customer profiles, and entering and tracking merchandise.
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