Technical Support Manager

Updated: May 17, 2024 08:50 AM GMT

Unique Personnel

Pretoria

Purpose Of Position

To lead the technical support team in the ISP Industry. As the Technical Support Manager, you will be responsible for overseeing the day-to-day operations of the technical support department, ensuring exceptional customer service, resolving escalated technical issues, and implementing strategies to optimize support processes and procedures.

Key Responsibilities
• Team Leadership: Lead and manage a team of technical support agents, providing guidance, coaching, and mentoring to ensure high performance, motivation and job satisfaction.
• Customer Support Excellence: Maintain a customer-centric approach by ensuring prompt and effective resolution of customer inquiries, technical issues, and service requests, while maintaining a high level of customer satisfaction.
• Escalation Management: Serve as the primary point of contact for escalated technical issues, providing timely and effective resolution, and managing communication with customers, internal stakeholders... More Detail