Mission Statement for the Role:
Lead a dynamic team of technicians dedicated to providing exceptional Level 2 support and solutions to poa! customers, with a relentless commitment to excellence
Overall Responsibility:
To ensure the smooth and efficient operation of the Technical Support team by resolving technical issues promptly & delivering excellent customer service
People:
Technical Support Technicians
Key SMART Results for A-Player Success
- Reduced average response time by 10% through continuous process enhancement, team development efforts, and fostering effective collaboration with other support teams -End of Q4 2025.
- Identified troubleshooting gaps & implemented regular training sessions and performance reviews to develop staff knowledge and skills, with the aim of achieving set SLAs -End of Q4 2025.
- Provide internal training, along with the technical operations manager and quality manager, to introduce, implement, and maintain effective and efficient processes that support the customer incident and problem management processes - End of Q4 2025.
- Ensured that ticket queues are managed effectively by achieving a first-call resolution rate of at least 80% - End of Q4 2025.
- Drive service improvements and provide best practice incident management of issues impacting our customer base through resolution, including escalation within the business & communication to stakeholders - End of Q4 2025.
- Ensure comprehensive technical integration support for the Field Services team, addressing 99% of all requests within SLA - End of Q4 2025.
- Providing effortless customer experience by proactively recommending changes to product information, alternatives, and solutions - End of Q4 2025.
- Proactively provided technical insights and recommendations whilst ensuring effortless decision-making by offering tailored information, alternatives, and solutions - End of Q4, 2025.
Level of Management Experience Required (Mandatory & Nice to Have)
2 years in a team lead or leadership role and 4 years in wireless installation/related fields.
Department stage of development where this role sits
Scaling
Key Competencies (H, M, L)
- Have knowledge of routing and switching protocols, IT systems, and radio frequency -H
- At least 4 years experience in wireless installation or a related field -H
- Great interpersonal, verbal and written communication, and conflict resolution skills -H
- Customer focused with strong analytical, troubleshooting, and problem-solving skills - H
- Has experience working within a fast-paced, high-pressure L2 support environment in the telecommunications sector for at least 2 years - H
- Problem-solving abilities to troubleshoot complex issues and provide guidance to technical support technicians - H
- Experience in a leadership role for at least 2 years - H
Mandatory Criteria if Any, with no exceptions to hire
- Must have worked in a business-to-consumer (B2C) technical support team in the telecommunications sector.
- Must have 2 years progressive experience in a team lead or similar leadership position.
- Must have at least 4 years experience in wireless installations or related fields.
Gmail
Yahoomail