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Technical Support Team Lead (CH386EN) (#1,020,748,334)
Job offer #1,020,748,334 in Stellenbosch (Western Cape), South Africa
Are you a natural troubleshooter, cool, calm, and collected in your approach to people, with rigorous organisational skills? Our client, a technology company who pioneers and builds products that safeguard online transactions, needs a Technical Support Team Lead to ensure that their deployed solutions provide its customers with exceptional levels of service. As Technical Support Team Lead, you will ensure that the client’s deployed solutions provide their customers with a level of service that sets them apart in the industry. This is achieved through (i) managing the service relationship with customers; (ii) co-ordinating and supporting the global support team; (iii) managing incidents and problems at a very technical level, and (iv) identifying and driving service improvement initiatives, including software tools for service automation. Please note that this is a very technical role that may not suit candidates looking for a position as a call or contact center manager. Responsibilities Managing the technical support relationship with customers: Conducting critical incident response and customer communications Initiating and driving problem and change management in line with ITIL and best practices for the software industry Maintaining key relationships within customers’ operations teams Chairing service- level compliance meetings with customers Managing monthly service quality reporting to customers Coordinating corrective actions with internal teams Managing the policies and processes of the support team, which include: Incident management process Service request or case management process Service desk process and resources Support team’s knowledge base, troubleshooting guides, and self-help documentation Supporting the support team: Acting as escalation point for incidents and service requests Acting as an escalation and coordination point for the regional support and sales teams Managing and driving of Severity 1 and 2 incidents to closure (Incident, Problem, Change management) Engaging cross-functional stakeholders and coordinating the resolution of issues Assisting with process development and workshopping of problems and challenges Assisting with the scoping, implementation, and reviewing of support tools Skills & Experience A relevant tertiary qualification in a technical field (Engineering, Computer Science, or IT). 8+ years’ experience in a product/ software development and service organization delivering to the enterprise market. Experience in advanced (Tier 3-4) support of enterprise clients. Experience in dealing with software development teams. Overall understanding of IT infrastructure and networking, including mobile networks and devices, from a troubleshooting perspective. Basic understanding of Linux, mySQL, Java, Webservice APIs, and Python (or similar technologies) from a support perspective. Experience in querying and analyzing databases, transaction workflows, and logs for troubleshooting purposes. ITIL training, or experience in a service organization following ITIL processes. Experience in the financial, software support, or telecommunications industries would be advantageous. Personality Attributes As Technical Support Team Lead, you will have The ability to analyze and troubleshoot complex problems, and propose solutions or recommendations. A proven track record would be advantageous. Effective written and verbal communication skills: the ability to express thoughts clearly, listen carefully, and respond appropriately. You should be able to communicate clearly to prevent misinterpretation and misunderstanding. High emotional intelligence: you should understand your emotions and how they impact others, and should be able to identify the wants, needs, and viewpoints of others. The ability to manage conflict well and build strong relationships. Strong leadership skills and the ability to influence, negotiate with, and persuade others. An action-oriented approach and a passion for customer service. A love of structure and the ability to pay careful attention to detail. The ability to function well under pressure. General: You will be on standby on a rotating basis for system alarms and client emergencies. Occasionally travel, to assist with implementation, upgrades, or training, may be required. You should hold South African citizenship.
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