Support Specialist Team Leader

6 hours ago

Cape Town, South Africa MRI Software Full time

***:
Reporting to the Customer Support Manager, you will be responsible for the day to day supervision of a number of support specialists. You will have a wide ranging, challenging and rewarding role aimed at ensuring that we deliver an effective support service to our Customers. You are expected to have a proactive approach which will involve taking ownership of issues (people, system, software or Customer related), facilitating a resolution with the resources made directly available to you and where necessary, liaising with other Managers to secure additional resource and assistance. The role requires that you supervise the workload of other support specialists, provide coaching and mentoring to other team members and also deliver product support yourself.

**RESPONSIBILITIES**:
**Supervision and Management**:

- Day to day supervision of the workload for groups of support specialist teams.
- Assist the Customer Support Manager in the allocation of resources for both regression and UAT testing.
- Ensure that there is sufficient cover for each of the key product areas your teams support.
- Liaising with the Development Manager to ensure that bug fixes and third line support response are prioritised to enable effective and efficient scheduling of work.
- Ensure that agreed training plans for the support specialists are implemented.
- The role includes some management responsibilities associated with the personnel within the teams you supervise. These duties include:

- Holiday authorisations
- Sickness/absence management,
- New starter induction and training
- Recruitment in conjunction with the Customer Services Manager.

**Management Reporting**:

- Provide regular feedback and updates to the Customer Services Manager on all aspects associated with delivering support, including support query and escalation volumes.

**Customer Services**:

- Ensure that support queries for your support specialist teams are managed effectively and in accordance with client Support & Maintenance Agreements.
- Be the initial contact for support escalations in your team areas and ensure that the escalations are warranted and are managed effectively with appropriate and timely feedback being provided to Customers.
- Act as a single point of contact for the resolution of more complex queries that require the co-ordination of services across the organisation.
- Provide individual and group coaching sessions to team members aimed at ensuring consistent mode of operation and customer experience across the teams that report to you.
- In addition to your team leader role, provide second line support services.
- Assist the Customer Services Manager in ensuring that internal systems and procedures are developed, implemented and used effectively to support the service being provided.
- Deputise for the Customer Services Manager during sickness absence and holiday periods.

**Support Responsibilities**:

- Updating status of support queries in an informative and effective manner, ensuring that all customer contact including further clarification, information and advice given is recorded in a clear and concise manner.
- Investigate support queries to determine cause and resolution, working with other teams as necessary.
- Take ownership of support queries to ensure that they are resolved within appropriate timeframes and within the service level agreements that we have with our Customers.
- Contribute to and assist with the continual update of the on-line support guidance tools to ensure that information is current and valid and therefore provides an effective method for Customers to resolve problems themselves.
- Identifying system faults and prioritising the necessary fix in agreement with the Customer and the Development Manager.
- Continually strive to improve the level of support provided to our customers.

**YOUR JOURNEY AT MRI**:
Joining MRI Software means teaming up with the world’s most innovative and comprehensive provider of real estate technology with over 50 years in the space. It means being welcomed into a family of industry professionals who are united in giving organisations the freedom to transform the way communities live, work and play. The only way to carry out that mission is to hire the absolute best employees on earth. People like you Be a part of a progressive workplace environment where you can learn from the best and where your personal journey is taken seriously. Work alongside an established and leading proposition which continues to redefine the proptech world. Join a business where all 2,000+ of our immensely talented employees are listened to and make a real difference.

And we know how to reward outstanding performance, recognise effort, and celebrate our wins in style. Enjoy unrivalled benefits such as our Flexi Friday scheme, employer contributed pensions, private medical insurance, eligibility for an annual performance bonus, tuition reimbursement and much more

Amazing growth takes amazing employe

  • Team Leader Support

    7 months ago

    Cape Town, South Africa Traderoot Full time

    The Support Team Leader is responsible for the operational management of the local Support team, which consists of Support Specialists providing technical support for the Traderoot Enterprise Platform (TEP) in collaboration with clients. The Support Team Leader needs to be able to perform any of the duties of a Support Specialist, which means they must have...

  • Team Leader

    2 weeks ago

    Cape Town, South Africa PRR Recruitment Services Full time

    **Team leader - R500k p.a (Rondebosh)** This well know company in Rondebosh is seeking a Team leader. 3-years related experience Staff management on a team leader level Value Added services Bill payment, Electricity (VAS) 3 years SQL Database Administration in a highly pressurised environment (Database team) Specialist Skills required: AWS Cloud...

  • German Speaking

    2 weeks ago

    Cape Town, South Africa HR SUPPORT Full time

    **Job Title**:_**German speaking**_ **IT Customer Support Specialist** **Westlake, Cape Town** **Salary above market related** **Message from our client**: We are a Cape Town based Start Up, providing business services to international clients. We have ambitious growth expectations, as we operate in the exciting and fast-growing field of online learning....

  • DTP Team Leader

    4 weeks ago

    Cape Town, Western Cape, South Africa ES Recruitment Full time

    Job Title: DTP Team LeaderAbout ES Recruitment:ES Recruitment is a leading staffing agency dedicated to connecting top talent with top companies in the industry.About the Role:We are seeking a highly skilled DTP Team Leader to join our team. The successful candidate will lead a team of DTP specialists, ensuring high-quality output and meeting tight...

  • Customer Support Team Leader

    3 weeks ago

    Cape Town, South Africa Travelopia Full time

    We have an exciting opportunity at Sunsail and The Moorings! We are currently looking for a Customer Support Team Leader to join our pre-departure operations team based in Cape Town. Sunsail and The Moorings are two incredible brands offering customers unique holiday experiences out on the water. From independent sailing holidays to fully catered crewed and...

  • Team Leader

    2 weeks ago

    Cape Town, South Africa SAS Group Full time

    **Position: Team Leader** **Industry: Shop fitting** **Salary: To be discussed** **An up-and-coming, specialist shopfitting company is looking for a Team leader. You will be responsible for leading a team in manufacturing and installation of a custom-made product** **Minimum Requirements** - Matric - Driver’s License - Minimum of 2 years’ relevant...

  • IT Team Leader

    7 days ago

    Cape Town, South Africa Logic 360 Group Full time

    **Key Performance Areas** - To distribute/ balance/ adjust work among team members - Instruct team members, including on-the-job-training, in specific tasks and job - techniques and make available written instructions and reference materials - Monitor and report on the status and progress of work as assigned to team members - Maintain and create reference...

  • Client Support Specialist

    3 weeks ago

    Cape Town, Western Cape, South Africa Time Personnel Full time

    Job SummaryWe are seeking an experienced Client Support Specialist to join our team. As a Client Support Specialist, you will be responsible for providing high-quality customer service to our clients via phone, email, and other channels.Your primary responsibility will be to ensure that our clients receive the highest level of service, and that their needs...

  • Team Leader

    5 months ago

    Cape Town, South Africa Stadio Higher Education Full time

    **Background**: Stadio is a multi-campus higher education institution with a national footprint, as well as hosting several student support centres in South Africa and Namibia. Stadio endeavours to widen access to top-quality higher education and highlight the importance of equipping graduates with accredited qualifications that are recognised by the...

  • Team Leader

    7 months ago

    Cape Town, South Africa Webhelp Full time

    **Job Advert** If you’ve been working hard to build your career in the service industry and know the ins and outs of customer service then your passion for people and ability to help others is sure to pay off. Concentrix is expanding and we’re looking for Team Leaders to join our game-changers in our Vibrant Cape Town office. We’re a global...

  • Team Leader

    7 months ago

    Cape Town, South Africa Webhelp Full time

    **Job Advert** You’ve been working hard to build your career in the service industry and by now you know the ins and outs of customer service. Your passion for people and ability to help others is sure to pay off. We’re on the lookout for a determined individual who values the importance of team playing and are ready to step up and lead by shining...

  • Team Leader

    7 months ago

    Cape Town, South Africa Webhelp Full time

    **Job Advert** At Concentrix + Webhelp, commitment, integrity and team playing is valued and well recognised. We’re on the lookout for determined individuals who values the importance of team playing and are ready to step up and lead by shining example as a Team Leader in our bustling Cape Town office where you’ll work on an exciting international...

  • Team Leader

    2 weeks ago

    Cape Town, South Africa Webhelp Full time

    **Job Advert** At Webhelp, commitment, integrity and team playing is valued and well recognised. You’ve been working hard to build your career in the service industry and by now you know the ins and outs of customer service. Your passion for people and ability to help others is sure to pay off. We’re on the lookout for a determined individual who...

  • Team Leader

    1 week ago

    Cape Town, South Africa Webhelp Full time

    At Webhelp, commitment, integrity and team playing is valued and well recognised. You’ve been working hard to build your career in the service industry and by now you know the ins and outs of customer service. Your passion for people and ability to help others is sure to pay off. We’re on the lookout for a determined individual who values the...

  • Team Leader

    1 week ago

    Cape Town, South Africa Webhelp Full time

    At Webhelp, commitment, integrity and team playing is valued and well recognised. You’ve been working hard to build your career in the service industry and by now you know the ins and outs of customer service. Your passion for people and ability to help others is sure to pay off. We’re on the lookout for a determined individual who values the...

  • Team Leaders

    1 month ago

    Cape Town, South Africa Sigma Connected Group Full time

    What being part of the Sigma Family means for you: **Team Leader** As a Team Leader, you will be responsible for leading a team of Customer Advisors, driving exceptional operational performance while ensuring full compliance with regulatory standards, with a particular focus on treating customers fairly. You will report directly to the Service Delivery...

  • Team Leader

    7 days ago

    Stellenbosch, Western Cape, South Africa Helderberg Personnel Full time

    My client, an international, award winning specialist tour operator, has a vacancy for a Team Leader at their South African Offices based in TechnoPark, Stellenbosch. flights|ticketing|travel - Proven experience of Amadeus or similar - Experience in Reservations, issuing, re-issuing and performing re-calculations of international and domestic airlines -...

  • 1st Line Support Team Leader

    7 months ago

    Cape Town, South Africa TechQuarters Full time

    **Job description** Babble is a leading technology business that is reimagining how we do work. Founded in 2001, the company works with over 4,000 organisations in a wide range of sectors - including financial, health and education, travel and accommodation, and public services - by sourcing deploying and supporting locally the absolute best cloud...

  • Team Leader

    2 days ago

    Cape Town, South Africa Maitland Group Full time

    **Job Advert Summary**: The Team Leader - Trade Support's primary responsibility is to monitor and supervise the teams in terms of SLA and managing clients’ expectations regarding deliverables. The management of each individual team member’s performance and ensuring that output is of a high quality at all times. **Minimum Requirements**: - A relevant...

  • Aspiring Team Leader

    2 weeks ago

    Cape Town, South Africa amplify5 Full time

    amplify5 continue to grow our fresh and exciting brand, as a result of securing new international clients. To help our business grow, we are looking for a customer and quality obsessed individual to lead individuals across a number of small operational teams across the business. This role is an opportunity to be developed to a full time Team Leader in our...