Intergo Telecom Ltd is seeking a highly motivated and experienced Technical Support Team Leader to join our dynamic team. As a Technical Support Team Leader, you will be responsible for leading and managing a team of technical support representatives, ensuring the highest level of customer support is provided.
You will be leading a team that provides assistance to our customers with various telecommunications products and services, including SMS and Voice solutions. The ideal candidate will have a strong technical background, excellent leadership skills, and a passion for delivering exceptional customer service.
Responsibilities
- Oversee the day-to-day operations of the technical support team.
- Manage and prioritize incoming support tickets and escalations.
- Provide guidance and coaching to team members to ensure high-quality customer support.
- Monitor team performance and provide feedback and performance evaluations.
- Identify process improvements and implement strategies to enhance efficiency and customer satisfaction.
- Collaborate with other teams to ensure effective resolution of customer issues.
- Keep up-to-date with product knowledge and industry trends to support team members.
- Assist with technical escalations and complex customer issues as needed.
- Generate reports and metrics to measure team performance.
Requirements
- Previous experience in a technical support leadership role.
- Strong technical knowledge in telecommunications systems and services.
- Excellent communication and interpersonal skills.
- Proven ability to lead and motivate a team.
- Customer-focused mindset with a passion for delivering exceptional service.
- Ability to handle and prioritize multiple tasks in a fast-paced environment.
- Familiarity with helpdesk software and CRM systems.
- Bachelor's degree in Information Technology, Telecommunications, or a related field is preferred.
Benefits
Competitive remuneration + Bonus
At our company, we value diversity and strive to create a culture of inclusivity where everyone feels valued and respected. We are committed to providing equal opportunities for all employees and welcome candidates from all backgrounds to apply. If you are passionate about the telecommunications industry and are looking for an exciting opportunity to advance your career, we encourage you to apply for the Technical Support Manager role