Managed Service Support Specialist

1 month ago

Cape Town, Western Cape, South Africa Sabio Full time

About the Role

Sabio is a global company and a leading independent UK Contact Centre solution supplier. We work with leading brands and partners across the globe, helping them to build high-quality, secure, robust platforms and solutions.

We are currently looking for a Managed Service Support Specialist to join our Aggregated Managed Services Team. This role would be ideal for a candidate looking to build their managed service experience while working on real-world technical issues with Sabio's products, custom application solutions, and world-class customers.

Key Responsibilities

  • Perform across all ITIL disciplines across multiple customer portfolios.
  • Manage service desk, change, problem, major incident, and reporting management across multiple vendors and technology sets.
  • Work as part of a distributed, global team, providing advanced communication, collaboration, and incident management to the technical support teams.
  • Liaise with other 3rd-party vendors on behalf of clients to remediate service-affecting incidents and fulfill internal and external service requirements.

Requirements

  • Strong Excel skills with the ability to build competent reports.
  • Strong PowerPoint skills to develop customer presentations.
  • Effective communication skills both across teams and with senior client management.
  • Excellent spoken and written English, comfortable delivering a message to colleagues and customers at all levels of seniority.
  • Ability to run, drive, and present weekly/monthly customer service management meetings.
  • Experience working within a challenging customer service environment.
  • Excellent knowledge of change management principles and methodologies.
  • Ability to identify, improve, and manage business processes, organisation structure to increase business efficiency and service delivery.

Desirable Skills

  • Preferred understanding and qualification in ITIL practices.
  • Knowledge of contact centre technologies.
  • Knowledge of cloud-based technologies and practices.
  • Experience with patch/vulnerability management.
  • Experience working with ITIL processes, and tools such as ServiceNow.
  • Experience working in a DevOps environment.
  • Familiarity with CCaaS solutions and AI, such as Twilio and Google CCAI.

Characteristics

  • Proactive and self-sufficient.
  • Copes well under pressure.
  • Analytical mindset with logical and methodical approach to problem-solving.
  • Customer-focused.
  • Detail-oriented.
  • Creative, able to think outside the box.
  • Works well as part of a team.

Benefits

  • Remote/Flexible work.
  • Private health.
  • 18 or 23 depending on seniority days paid holiday a year- (this includes three Sabio days).
  • LinkedIn Learning.
  • Connectivity Allowance (Cellphone or home internet or combo depending on how the person would like to split it).

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