Product Support Service Lead Cape Town

5 days ago


Cape Town, Western Cape, South Africa Tbwa ChiatDay Inc Full time
Job Description:

We are seeking a highly motivated and experienced Technical Support Team Manager to join our dynamic Customer Operations team.

This critical role involves ensuring seamless product support for our customers. The successful candidate will play a pivotal role in training and empowering our support team with the latest product knowledge, enabling them to provide exceptional customer service.

Main Responsibilities:
  1. Product Knowledge Management: Stay up-to-date with the latest product features, functionalities, and updates.
  2. Develop Comprehensive Product Knowledge Documentation: Create FAQs, user guides, and troubleshooting tips to support the support team.
  3. Conduct Regular Knowledge Assessments: Evaluate the support team's understanding of products and identify knowledge gaps.
  4. Design Targeted Training Programs: Develop and deliver effective training sessions to address identified knowledge gaps.
Key Skills and Qualifications:
  • Proven experience in a customer support or technical support role.
  • Strong understanding of product lifecycle management.
  • Excellent communication and interpersonal skills, both written and verbal.
  • Strong organizational and time management skills.
  • Ability to analyze complex problems and develop effective solutions.
  • Experience with knowledge management tools and systems.
  • Strong attention to detail.
  • Ability to work independently and as part of a team.


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