ISP Technical Support Leadership Position

4 weeks ago


Centurion, Gauteng, South Africa Capital Recruit Full time
Job Title: ISP Technical Support Leadership Position

We are seeking an experienced technical leader to join our team as a Technical Support Manager at Capital Recruit. As a key member of our support team, you will be responsible for overseeing the day-to-day operations of our technical support department.

Key Responsibilities:
  • Team Leadership: Lead and manage a team of technical support agents, providing guidance, coaching, and mentoring to ensure high performance, motivation, and job satisfaction.
  • Customer Support Excellence: Maintain a customer-centric approach by ensuring prompt and effective resolution of customer inquiries, technical issues, and service requests, while maintaining a high level of customer satisfaction.
  • Escalation Management: Serve as the primary point of contact for escalated technical issues, providing timely and effective resolution, and managing communication with customers, internal stakeholders, and third-party vendors.
  • Process Improvement: Continuously assess and improve support processes, procedures, and workflows to enhance efficiency, productivity, and service quality.
  • Performance Monitoring: Implement key performance indicators (KPIs) and metrics to monitor the performance of the technical support team, track progress, identify areas for improvement, and drive accountability.
  • Training and Development: Develop and deliver comprehensive training programs for technical support staff to ensure they have the necessary skills, knowledge, and expertise to deliver exceptional support services.
  • Technical Expertise: Maintain a strong understanding of ISP technologies, network infrastructure, and services to provide technical guidance, troubleshooting assistance, and expertise to both customers and team members.

The estimated salary for this position is around $120,000 per year, depending on experience and qualifications.

Required Skills and Qualifications:
  • Bachelor's degree in Information Technology, Computer Science, or related field.
  • Proven experience (5 years) in a technical support leadership role within the ISP industry.
  • Strong technical background with in-depth knowledge of networking protocols, internet technologies, and ISP services.
  • Excellent leadership, communication, and interpersonal skills.
  • Ability to effectively prioritize tasks, manage multiple projects, and meet deadlines in a fast-paced environment.
  • Experience in implementing process improvements, performance metrics, and quality assurance initiatives.


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