Job Summary:
We seek an experienced Software Product Support Lead to oversee and manage our technical support operations, ensuring efficient and effective support to external and internal stakeholders. The ideal candidate will have a strong background in setting up and managing technical support processes, leading a team of technical support specialists, and providing advanced troubleshooting and resolution skills.
Key Responsibilities:
Leadership and Team Management
Lead and manage a team of technical support specialists, providing guidance, training, and performance feedback to ensure high levels of customer satisfaction and team efficiency.
Foster a collaborative and innovative team culture, promoting continuous improvement and professional development.
Manage the support team’s day-to-day activities, including task delegation, performance monitoring, and career development.
Process Setup and Management
Establish and maintain robust processes for technical support to external and internal stakeholders, ensuring alignment with service level agreements (SLAs) and organizational goals.
Develop and implement workflows, technical specifications, and roadmaps to enhance support operations and improve efficiency.
Document and maintain policies and procedures, including onboarding and leave policies, remote working procedures, and other relevant support processes.
Technical Support and Troubleshooting
Provide advanced troubleshooting skills to resolve complex technical issues, both proactively and reactively, to minimize escalations and ensure timely resolutions.
Collaborate with engineering, software development, and other cross-functional teams to address technical issues, identify systemic problems, and implement solutions.
Customer and Stakeholder Support
Ensure high-quality support to customers and internal users, addressing issues and concerns promptly and professionally.
Develop and deliver training on core technology applications, hardware, and software to colleagues, clients, and customers.
Interact with internal and external stakeholders, including compliance and regulatory bodies, to ensure adherence to applicable regulations and legislation.
Reporting and Analytics
Monitor system performance, investigate issues, collect statistics, and create reports using application management software and tools.
Identify trends and systemic issues and collaborate with relevant teams or third-party vendors to address these issues.
Collate and interpret data, converting it into usable formats such as infographics, reports, tables, dashboards, or graphs to inform support strategies.
Change Management and Implementation
Lead the roll-out of upgrades and implementation of new technologies, and provide change management support.
Ensure all support requests are dealt with according to agreed frameworks and procedures, recommending and implementing support team improvements where necessary.
Requirements:
Education and Experience
Bachelor’s degree in computer science, Information Technology, or a related field.
At least 5 years of experience in technical support roles, with 2-3 years in a leadership or management position.
Proven track record of setting up and managing technical support processes and leading technical support teams.
Technical Skills
Strong knowledge of software and hardware applications, including troubleshooting and resolution techniques.
Experience with IT service management tools, support desk operating platforms, and application management software.
Familiarity with DevOps culture and practices, as well as industry standards such as GDPR, health informatics, and safety-critical systems.
Soft Skills
Excellent communication, problem-solving, and analytical skills.
Strong customer service skills and the ability to handle billing inquiries and other customer-facing tasks.
Ability to adapt to changing contexts and prioritize workload independently, escalating issues to subject matter experts as required.
Interested and qualified candidates should send their CV to: olamide.olomolatan@omnipay.com.ng using the Job Title as the subject of the mail.
Apply via :
olamide.olomolatan@omnipay.com.ng
