Support Team Lead - Johannesburg, South Africa - KERRIDGE COMMERCIAL SYSTEMS CORP

KERRIDGE COMMERCIAL SYSTEMS CORP

Verified Company

Johannesburg, South Africa

2 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Accurately solve complex issues using investigative and analytical abilities. Identify and replicate issues requiring software modifications by Development. Collaborate with the Support Team to provide solutions to Customers. Manage day-to-day operations of a Finance Support Analysts Team, ensuring efficient and high-quality support services are delivered. Maintain good relationships with the team, Customers, and other KCS departments. Support, motivate, and develop the Support Team, ensuring they receive necessary training.

Key Responsibilities:

Ensure efficient high-quality support services are provided in line with Service Level Agreements.
Proactively monitor and address any issues in the Support service provided by the Team.
Review Team calls regularly and ensure incoming call queues are managed effectively.
Provide guidance to Team members, distribute workload evenly, and ensure prompt call resolutions.
Identify training needs, develop Team members' skills, and promote a proactive approach to handling Support calls.
Provide consultancy support to other KCS departments and ensure adherence to standard Support procedures.
Regularly review Team composition to optimize service delivery and recommend changes as needed.
Address Team issues, handle complaints, and escalate serious matters to the Support Manager.
Acquire and share knowledge, enhance Customer relationships, and improve Support procedures.
Collaborate with other Team Leaders and Managers to maintain a consistent support approach.
Identify ways to reduce repetitive calls and assist in revising internal Support procedures.
Participate in recruitment, handle sensitive Customer issues, and suggest improvements to Support service and procedures.
Undertake any additional projects as required.

Job Function Competencies:

Motivate and lead the Team.
Assist the Team with complex problems and workload prioritization.
Analyze workload and training needs, identify areas for improvement.

Key Requirements:

Essential

Extensive Knowledge of the K8 product.
Extensive experience in a Customer-focused role in a service-oriented environment.
Good understanding of Support Team procedures and practices.
Ability to work calmly under pressure and excellent communication skills.