Chief Technical Operations Officer

2 weeks ago

Johannesburg Metropolitan Area, South Africa SakhonaHR Full time

Achieve career growth as a Chief Technical Operations Officer at SakhonaHR, where you will lead the technical support team to deliver exceptional customer experiences.

About the Role

As a Chief Technical Operations Officer, you will be responsible for:

  • Leading and managing a team of Technical Support Engineers to provide timely and effective support to clients
  • Developing and implementing support strategies and processes to optimize customer satisfaction
  • Collaborating with other departments to enhance support systems and procedures
  • Monitoring and analyzing support metrics, identifying areas for improvement, and implementing corrective actions
  • Providing guidance, training, and mentorship to ensure high-quality service delivery
  • Handling escalated customer issues and providing resolutions
  • Staying up-to-date with the latest industry trends and technologies
  • Preparing and presenting reports on support team performance and customer satisfaction

Ideal Candidate Profile

  • Bachelor's degree in Computer Science, B.Tech Engineering, or a related field
  • Proven experience in a technical support management role (minimum 4 years)
  • Good understanding of Networking and experience in Wireless Technology will be advantageous
  • Knowledge of PLC programming and SCADA development will be advantageous
  • CCNA (Cisco Certified) will be advantageous
  • CompTIA:A+,N+,S+
  • Relevant Management certification may be required
  • Strong technical background and understanding of IT systems
  • Excellent leadership and people management skills
  • Ability to deliver presentations to various audiences including colleagues, customers, and industry experts
  • Customer-focused mindset with strong problem-solving skills
  • Excellent communication and interpersonal skills
  • Ability to work well in a fast-paced, team-oriented environment
  • Experience with support ticketing systems and Customer Relationship Management (CRM) tools
  • Excellent organizational skills, ability to communicate clearly, and strong problem-resolution skills
  • Travel as business requirements dictate at management discretion
  • Integrity, Mutual Respect, Customer Focus, Execution
  • Strong conceptual abilities
  • Creativity and project management skills
  • Technical Account Management skills
  • Ability to take initiative by suggesting, managing, and/or implementing special projects to improve the level of support offered by the entire Technical Support Division
  • Ability to act as a positive role model for others in their department and division
  • Ability to diplomatically handle issues with customers by working within and across departments and divisions
  • Ability to anticipate needs (e.g., training or documentation) within their department or the Technical Support Division as a whole and takes action to meet those needs
  • Ability to provide guidance and input to others on how to handle escalations. Can manage expectations at all levels of business. Manages multiple escalations simultaneously

What We Offer

Salary: $120,000 - $180,000 per annum, depending on location and experience.

This compensation package reflects the company's commitment to attracting and retaining top talent in the industry. As a valued member of our team, you can expect to receive a comprehensive benefits package, opportunities for professional growth and development, and a dynamic work environment that fosters innovation and collaboration.

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