Technical Manager

We are seeking a highly skilled and experienced Technical Support Manager to lead our technical support team in the ISP Industry. As the Technical Support Manager you will be responsible for overseeing the daytoday operations of the technical support department ensuring exceptional customer service resolving escalated technical issues and implementing strategies to optimize support processes and procedures.

Key Responsibilities:

• Team Leadership: Lead and manage a team of technical support agents providing guidance coaching and mentoring to ensure high performance motivation and job satisfaction
• Customer Support Excellence: Maintain a customercentric approach by ensuring prompt and effective resolution of customer inquiries technical issues and service requests while maintaining a high level of customer satisfaction.
• Escalation Management: Serve as the primary point of contact for escalated technical issues providing timely and effective resolution and managing communication with customers internal stakeholders and thirdparty vendors.
• Process Improvement: Continuously assess and improve support processes procedures and workflows to enhance efficiency productivity and service quality.
• Performance Monitoring: Implement key performance indicators (KPIs) and metrics to monitor the performance of the technical support team track progress identify areas for improvement and drive accountability.
• Training and Development: Develop and deliver comprehensive training programs for technical support staff to ensure they have the necessary skills knowledge and expertise to deliver exceptional support services.
• Technical Expertise: Maintain a strong understanding of ISP technologies network infrastructure and services to provide technical guidance troubleshooting assistance and expertise to both customers and team members.
• A sound understanding of fixed wireless networks is a benefit.
• Collaboration: Foster strong collaboration and communication with crossfunctional teams including network operations infrastructure sales and customer service to ensure alignment and coordination in delivering seamless support experiences.
• Quality Assurance: Implement quality assurance processes and procedures to ensure adherence to service level agreements (SLAs) compliance with industry standards and consistent delivery of highquality support services.
• Documentation and Reporting: Ensure accurate documentation of support interactions technical issues resolutions and customer feedback and generate regular reports to provide insights into support performance and trends.

Qualifications:

• Bachelors degree in Information Technology Computer Science or related field.
• Proven experience (5 years) in a technical support leadership role within the ISP industry.
• Strong technical background with indepth knowledge of networking protocols internet technologies and ISP services.
• Excellent leadership communication and interpersonal skills.
• Ability to effectively prioritize tasks manage multiple projects and meet deadlines in a fastpaced environment.
• Experience in implementing process improvements performance metrics and quality assurance initiatives.
• Certifications such as CompTIA Network MikroTik MTCRE JNCISSP JNCIPSP or equivalent are a plus.
  
  

We offer R1150 towards medical aid and are willing to offer between R40k R65k depending on experience.

Remote Work :

No