Service Desk Team Leader

3 months ago

Sea Point, South Africa RSAWEB Full time

Who are we? Established in 2001, RSAWEB is South Africa’s fastest growing internet service provider (ISP) with a focus on providing connectivity to home customers, and a wide array of technology solutions to businesses. We are obsessed about ensuring all our customers receive the best possible digital experience and exceptional customer service.

Thousands of customers have given RSAWEB a 5-star rating, with an average rating of 4.7 out of 5 on Google - the best-rated ISP in South Africa. We are extremely proud of winning KFM’s Best of the Cape Awards: Best ISP for the past 2 years in 2021 & 2022 and being one of the fastest streaming ISPs on Netflix and a consistently top-rated ISP on MyBroadband.

These accolades are not for nothing, as we constantly strive to improve our products, services, and solutions to enhance each customer’s experience. Having invested heavily in infrastructure, RSAWEB has built a strong presence in South Africa with Data Centres in Johannesburg and Cape Town.

Specialisation fields:

- Cloud infrastructure
- Enterprise connectivity
- Mobile connectivity and data management
- Fibre-to-the-Home (FTTH)
- Fibre-to-the-Business (FTTB)

At RSAWEB, we are passionate about using our creativity, to provide innovative solutions and services, that allow our customers to succeed in all areas of life. We believe that we are in the business of connecting customers and businesses with each other and in a world of infinite possibility and opportunity, through technology. Our mission transcends our values through every customer, every interaction, every connection, every day.

Our values:

- Creativity
- Humanity
- Innovation
- Passion

If you are a creative problem solver, analytically minded with good communication skills then this is the perfect role for you.

**Job Duties**:

- Managing the daily operations, procedures relating to client services
- Building and Managing a team of highly motivated and productive client support representatives
- Develop creative solutions to improve customer experience
- Internal process development and maintenance
- Work with service delivery managers and product managers to ensure effective handover of new customers to the service team
- Assure that all client service requests are resolved within set service levels
- Escalation and fault management
- Manage and implement plans for optimizing the usage of self-service client portal
- Provide assistance with Incident Management (internally) for Product Critical Incidents (P1- P4)
- Provide a daily, weekly and monthly reports on customer support metrics, agent productivity, key operational issues and a status update on any key initiatives that involve client service
- Takes accountability in all projects undertaken by the department, ensuring that effective management occurs and deliverables are achieved in a timely cost-effective manner
- Responsible for recruitment, soft skills coaching, training, and retention of the department
- Comfortable with Performance Management
- Any other reasonable tasks

**Requirements**:

- Completed Grade 12
- Degree or Diploma in IT or similar is preferred
- Minimum of 4 years' experience in a Technical Service Desk environment within an IT related industry
- Minimum of 2-years' experience in a Team Leader position
- Experience in Service Desk methodologies
- Valid Driver's License and own vehicle is preferred
- Shift work is compulsory as well as standby duties when required
- Self-motivated, goal driven and the ability to handle multiple tasks at once
- Proven leadership skills in a Service Desk environment

Please note: This position is not a solely remote role as we have frequent walk-in customers as well. Should there be days you work remotely on occasion, you must have the following in place:

- Reliable internet connection
- Alternative power supply and connectivity options in case of loadshedding (UPS, hotspot, etc.)

**The perks**:

- Company contribution to medical aid
- Retirement annuity contribution
- Discounted internet connectivity
- Free barista-prepared coffee, breakfasts, and snacks
- Employee wellness programme (ICAS) that provides free 24/7/365 counselling for you and your family in your household, as well as other health and wellbeing resources, provided by registered professionals
- Exposure to the latest industry technologies and standards
- A work environment that rivals the very best

Application Question(s):

- How many years of FTTH Technical Support experience do you have?
- How many years of ISP/Telecoms experience do you have?
- What is the highest level of education have you completed?
- How many years have you spent in a Team Lead capacity?

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