Support Team Lead

From the day we opened our doors in 1971, MRI Software has built flexible, game-changing real estate software solutions to improve people’s lives. The only way to carry out that mission is to hire the absolute best employees on earth. People like you. Work hard, play hard. Always. Our relentless commitment to client success, our employee resource groups and our promise to empower our teams to reach their full potential are a few examples of what makes MRI Software special. And we’re insanely dedicated to creating a work environment that you look forward to every single day. That’s why we invest heavily in our employee engagement, so you enjoy the tech industry’s best perks. Together with the whole Pride, (lion roar for "family") employees, customers, and partners, we’re on a mission to break new ground and lead the real estate industry into a digital-first future. We understand the need to provide a flexible working environment partnered with team collaboration and socialisation. Therefore, we operate a hybrid working model with 3 days of working from home per week. This role is based in the Cape Town office. Position Overview: Reporting to the Support Manager, you will be responsible for the day to day supervision of a number of support specialists. You will have a wide ranging, challenging and rewarding role aimed at ensuring that we deliver an effective support service to our Customers. You are expected to have a proactive approach which will involve taking ownership of issues (people, system, software or Customer related), facilitating a resolution with the resources made directly available to you and where necessary, liaising with other Managers to secure additional resource and assistance. The role requires that you supervise the workload of other support specialists, provide coaching and mentoring to other team members and also deliver product support yourself. RESPONSIBILITIES & REQUIREMENTS: Supervision and Management: - Day to day supervision of the workload for groups of support specialist teams.- Ensure that there is sufficient cover for each of the key product areas your teams support.- Liaising with the Development Manager to ensure that bug fixes and third line support response are prioritised to enable effective and efficient scheduling of work.- Ensure that agreed training plans for the support specialists are implemented.- The role includes some management responsibilities associated with the personnel within the teams you supervise. These duties include: - Holiday authorisations- Sickness/absence management- New starter induction and training management- Day to day team management Management Reporting: - Provide regular feedback and updates to on all aspects associated with delivering support, including support query and escalation volumes. Customer Services: - Ensure that support queries for your support specialist teams are managed effectively and in accordance with client Support & Maintenance Agreements. - Be the initial contact for support escalations in your team areas and ensure that the escalations are warranted and are managed effectively with appropriate and timely feedback being provided to Customers. - Act as a single point of contact for the management of more complex queries that require the co-ordination of services across the organisation. - Provide individual and group coaching sessions to team members aimed at ensuring consistent mode of operation and customer experience across the teams that report to you. - Ensuring that internal systems and procedures are developed, implemented and used effectively to support the service being provided. - Deputise for other managers during sickness absence and holiday periods. Support Responsibilities: - Updating status of support queries in an informative and effective manner, ensuring that all customer contact including further clarification, information and advice given is recorded in a clear and concise manner. - Guide the team investigating support queries to determine cause and resolution, working with other teams as necessary. - Take ownership of support queries to ensure that they are resolved within appropriate timeframes and within the service level agreements that we have with our Customers. - Contribute to and assist with the continual update of the on-line support guidance tools to ensure that information is current and valid and therefore provides an effective method for Customers to resolve problems themselves. - Continually strive to improve the level of support provided to our customers. We’re obsessed with making this the best job you’ve ever had We want our teams to love working here, so we’ve created some incredible perks for you to enjoy: - We want our staff to love working here, and so we’ve created a few unique perks such as office breakfasts, quarterly lunches and virtual social events. Additionally, we value your input in your employee experience and have employee-led groups such as our DEI co