Technical Support Manager

2 weeks ago

Umhlanga Rocks, South Africa 123NET Full time

**Job Title: Technical Support Manager**

**Job Summary**:
As a Technical Support Manager, you will spearhead the seamless functionality of our support department, ensuring a premium level of service is provided to our clientele.

Your core mission is to oversee a robust team of support agents, delivering unparalleled customer service, resolving client concerns, and perpetually refining our support processes.

Your endeavour to uphold high levels of customer satisfaction and instil operational excellence within the support team will be pivotal to our organization's success.

**Key Responsibilities**:
**Team Leadership**:

- Direct and nurture a team of support agents through hiring, training, and performance evaluations.
- Establish transparent performance metrics and provide constructive feedback and coaching to bolster team competency.
- Cultivate a positive, collaborative workspace to drive team unity and enthusiasm.
- Oversee the entire support department, including multiple support teams with various specializations, such as fibre networking and Wi-Fi networking.
- Set department goals and objectives related to Wi-Fi network support, aligning them with the company's overall strategic direction and customer service standards.
- Develop and manage budgets for the support department, ensuring adequate resources for Wi-Fi network support and related training programs.
- Collaborate with senior management to align support operations with company objectives and to continuously improve the quality of Wi-Fi network services provided to customers.
- Promote a culture of continuous learning and improvement, encouraging support staff to stay up
- to-date with the latest advancements in Wi-Fi networking and access point technology.
- Ensure all support staff are aware of and adhere to company policies, regulations, and procedures during their work, whether it is resolving customer issues or interacting with other team members.
- Technical Support Specialist specializing in NOC environment within Infrastructure Services.
- Collaborate with internal and external teams to resolve issues efficiently.
- Expertise in configuring functional networks such as LAN, WLAN, and WAN.
- Proficient in installing and configuring software, servers, routers, and various network devices.
- Vigilantly monitor the network to maintain optimal performance, reliability, and availability.
- Experienced in working with switches, routers, firewalls, and wireless devices (WLAN), with strong troubleshooting skills.

**Customer Support**:

- Monitor and address customer inquiries and concerns across various communication platforms
- Escalate intricate or unresolved issues to senior management or pertinent departments, ensuring comprehensive resolution.

**Quality Assurance**:

- Implement and uphold quality assurance protocols to ensure consistent, high-calibre support in alignment with company policies.
- Review customer interactions to pinpoint recurring issues and unveil opportunities for procedural enhancements.

**Training and Development**:

- Facilitate ongoing training and resources for support agents, ensuring adept knowledge of our products, services, and industry best practices.

**Reporting and Documentation**:

- Compile and present reports on support team performance to senior management, fostering data
- driven improvements.
- Maintain meticulous records of customer interactions, concerns, and resolutions, promoting a culture of transparency and continuous learning.

**Cross-functional Collaboration**:

- Engage with various departments to address customer concerns, disseminate insights, and augment the overall customer experience.
- Perform rack and stack procedures for hardware equipment.
- Install and mount Wireless Access Points.
- Conduct high-site repair and maintenance activities.

**Requirements**:

- Bachelor's degree in a relevant field (business, management, etc.) or comparable work experience.
- Demonstrable experience in a customer support role, with a history of surpassing customer satisfaction objectives.
- Prior experience in a leadership or managerial capacity.
- Possession of a driver’s license.
- Comfortable with working at heights.
- Stellar communication and interpersonal skills.
- Robust problem-solving prowess and a keen eye for detail.
- Proficiency in customer support software and tools.
- Familiarity with relevant (fibre) industry standards and regulations.
- Agility to adapt to evolving business demands and thrive in a dynamic, fast-paced setting.

**Salary**: R12,000.00 - R16,000.00 per month

Ability to commute/relocate:

- Umhlanga Rocks, KwaZulu-Natal: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- support managment: 3 years (preferred)

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