Duties and Responsibilities:
Improve case resolution times.
Backlog tickets reviews and take corrective actions with the support team if needed.
Follow up the progress on escalated cases.
Ensure proper follow up and closure of all pending tickets by the support team members.
Evaluate team member’s performance. 6. Intense follow up on VIP customer’s cases.
Assist in creation of customer support polices & procedures.
Follow up on unresolved cases.
Motivating staff through individual coaching sessions.
Provide documentation for procedures & technical aspects.
Personal Responsibilities: 1- Report to the support manager.
Should maintain a high level of personal responsibility in order to be an example to his Team.
Abide and apply the rules and regulations of the department and the company as a whole.
Responsible for achieving targets provided by the management.
QUALIFICATION AND EXPERIENCE
BSC (or equivalent) in Computer Science, MIS, Telecom/computer Engineering or Relevant Education
Having previous experience in supervising support team/s.
Having previous technical experience in ISP environment. Understand the functionality of telecommunication network transmission nodes. Like transmission equipment Language
Qualifications:
Good verbal and writing skills in English are mandatory.
Excellent internal communication skills
Solid organizational skills including attention to detail and multi-tasking skills
Strong working knowledge of Microsoft Office
experience as a sales coordinator or in other administrative positions will be considered a plus
SKILLS AND ATTITUDINAL APPLICABLE
Interpersonal relationship.
Maintain a good communication and interaction with his team members & managers.
Self-learner and capable to adopt quickly.
Communications skills, both verbal and written.
Quick learner motivated and dedicated to get the job done right.
Having good technical background
Having excellent approach in escalating tickets to other departments. § Hands on experience on radio links, routers, firewalls
SALARY RANGEVERY WELL Negotiable depending on the experience
Applicants should send Cvs to resume@HRLeverageAfrica.com CC: 360CareersNet@gmail.com
Apply via :
resume@HRLeverageAfrica.com
