Minimum requirements for the role:
A bachelor’s degree in information technology, Engineering, or a related field is preferred for this role. Previous (7+ years) experience working in technical support, customer success, or a related role, within a (at least 5 years)  managerial position. Must have proven experience managing technical support teams, with a strong understanding of how customer support impacts business success. The successful candidate must have excellent communication, leadership, and conflict management skills. Strong technical troubleshooting abilities with a broad knowledge of IT systems, product rollout processes, and software testing. Previous experience with KPI management, client contract requirements, and commercial strategies. Must be proficient in helpdesk ticketing systems, CRM tools, and management software. E-mail CV to [email protected] The successful candidate will be responsible for:
Leading and overseeing the technical and support team whose responsibilities include product rollouts, client setups, customer support, device repairs, quality control, fault diagnosis etc. Ensuring overall performance of the department, driving the success of the department by holding team members accountable and aligning customer support efforts with the company’s commercial objectives. Responsible for ensuring that client contractual obligations are met, KPIs are achieved, and that ongoing staff training is provided. Managing and supervising a team responsible for product rollouts, setup, and post-deployment support. Overseeing daily operations, ensuring KPIs and targets are met, holding team members accountable for their performance. Conducting regular performance reviews, set clear expectations, and cultivate a results-oriented culture. Managing the team’s handling of client tickets, support calls, and troubleshooting. Ensuring timely resolution of customer complaints, maintaining a high level of customer satisfaction and retention. Aligning the department’s objectives with the company’s strategy to ensure customer success supports commercial growth. Overseeing device repairs, replacements, and quality control processes to ensure the highest standards are maintained. Implementing and monitoring testing and bug reporting procedures for new product deployments and updates. Ensuring that team members are appropriately trained on new technologies, processes, and customer service techniques. Providing coaching and development opportunities, fostering a culture of continuous learning. Ensuring that all customer contract requirements are met within the technical support team. Maintaining compliance with internal policies and external regulations, ensuring contractual obligations are fulfilled. Leading conflict resolution within the team and with clients, ensuring that issues are addressed promptly and effectively. Creating an environment where feedback is encouraged, and team members are empowered to find solutions. Identifying opportunities for improving processes and efficiencies within technical operations. Collaborating with senior management to align technical support with business growth and client success strategies. E-mail CVs to [email protected] Salary package, including benefits, is highly negotiable depending on experience gained.