Team Leader Support - Cape Town, South Africa - Traderoot

Traderoot

Verified Company

Cape Town, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

The Support Team Leader is responsible for the operational management of the local Support team, which consists of Support Specialists providing technical support for the Traderoot Enterprise Platform (TEP) in collaboration with clients.

The Support Team Leader needs to be able to perform any of the duties of a Support Specialist, which means they must have a passion for problem solving and must have good communication skills since they are expected to build and maintain good professional relationships with all Traderoot clients.

They are required to escalate product issues effectively and efficiently for problem resolution, interdepartmentally as well intra-departmentally, which further emphasises the need for good communication and teamwork skills.

Additionally, the Support Team Leader co-ordinates task assignment and workflow within their team and is responsible for operational interaction between their team and other teams and departments.

Primary responsibilities

Engage with clients directly.
Provide support for all solution suites of the Traderoot Enterprise Platform in clients' Production environments, based on the conditions of the client's Service Level Agreement.
Provide afterhours client support when and where required.
Assign tasks and schedule them to be completed within allocated timeframes.
Manage and grow the team's shared assets.
Categorise support requests.
Identify requests that require an Estimation of Effort.
Create formal quotation documents from Estimations of Effort.
Identify when escalation of support events to other departments is necessary and follow up on them.
Stay up to date with all TEP software updates, changes and releases.
Become proficient in TEP commissioning and upgrade principles.
Use the issue tracking system effectively.
Capture and process statistics and compile reports.
Attend multiteam and interdepartmental meetings.
Provide daily feedback to the Department Head.