FLTE Technical Support Team Leader - Wes-Kaap - Digital Solutions Group

Digital Solutions Group Wes-Kaap

1 week ago

Technology / Internet

Description

Job Title: FLTE Technical Support Team Leader

Location: Cape Town (Office based)

Job Type: Full Time, Permanent

Offer - R12 500.00 - R14 000.00

The role:

We are seeking a dedicated Technical Support Team Leader to join our dynamic team.

This role offers an opportunity to work within a growing team and play a vital role in ensuring the network's reliability and our ISP and Property partners' satisfaction.

The primary purpose of this job is to manage all customer engagements across all defined interaction channels and customer interactions to be managed end to end in a professional manner that both meets and exceeds customer expectations.

The incumbent will have good knowledge and understanding of the internet industry and relevant support services.

A technical background will be advantageous as the incumbent will be required to troubleshoot customer queries.

Responsibilities:

Deliver performance management service level targets

As a FLTE Support Agent, you are required to maintain day-to-day delivery, in line with Key Performance Targets and adhere to the prescribed schedule and rosters while actioning escalations.

As measured at daily, weekly, and monthly intervals, achievement of the following performance metrics are non-negotiable to be successful in this role:

Telephony

Call Answer Management: compliance with an average of 95% to be answered
Call Answer Management: 80% of calls to be answered within 20 seconds
Call Designation: 100% of all inbound calls to be assigned the correct category/wrap up code
Average Talk Time: compliance with an average of 5 Minutes (or as required per client directive/process)

Case Capture & Escalation: Cases to be captured/logged and escalated within 1 Hour from receipt of interaction across the defined interaction channels (social media, telephony, WhatsApp & Live Chat)
Case Resolution: Case resolution rates to exceed 95%
Quality: an overall quality score of 90% to be obtained, this being a combination of external and internal review

Requirements and skills:

Working with ISPs, 3rd parties, and second-line support to troubleshoot and resolve technical issues
Perform account administration tasks and system checks to ensure smooth operation
Manage escalated support issues within agreed SLA timelines to maintain service reliability
Assist customers by answering product and service-related questions; suggesting information about other products and services
Follow specified troubleshooting steps to resolve customer queries
Maintain customer records by updating case information
Good knowledge and understanding of Customer services
Working experience within a contact centre environment
Maintain client relationships and remain professional in all activities relating to the Customer Experience division
Good knowledge and understanding of all social media channels, WhatsApp, and live chat and customer expectations regarding each communication channel
Minimum qualification: Grade 12/Matric: High school diploma or equivalent
Previous experience in an ISP or Fiber Network Operator (FNO) environment
Service Desk Experience: Minimum of 3 years of experience in a Support Engineer role/Technical Support Team Leader role

Sector:

Information Technology

Industry:

IT Services and IT Consulting

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