Escalation Engineer Team Lead

17 hours ago


Cape Town, Western Cape, South Africa RMV Solutions Pty Ltd Full time
Job Title: Escalation Engineer Team Lead

RMV Solutions Pty Ltd is seeking a highly skilled Escalation Engineer Team Lead to join our team. As a key member of our technical support team, you will be responsible for leading a team of escalation engineers and ensuring timely completion of team objectives.

Key Responsibilities:
  • Empower escalation engineers to meet their KPIs and soft metrics
  • Advise management on business and escalation enhancements and implement necessary changes
  • Ensure timely completion of team objectives (rocks)
  • Assist in the assessment and continuous evaluation of team KPIs
  • Maintain relevant and meaningful metrics aligned with business goals
Requirements:
  • Comprehensive knowledge of Cloudbox, its systems, and vendors
  • Thorough understanding of our clients and their unique business requirements
  • Ability to create clear and concise process documentation for the escalation and technical teams
  • Customer-focused with strong analytical skills and effective questioning and listening abilities
  • Excellent verbal and written communication skills suited for an international audience
  • A confident team player with a positive, can-do attitude
  • Meticulous attention to detail
  • Quick to learn, willing to study, and eager to obtain new certifications and skills (certification will be a KPI of this role)
  • Reliable, industrious, and self-motivated
What We Offer:
  • A dynamic and fast-paced work environment
  • Opportunities for professional growth and development
  • A competitive salary and benefits package


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