Technical Supervisor

Reference: AV 6668

Consultant: Anneke Viviers

Description:

  • Meet all own production quotas and goals.
  • Supervise the teams: Online L3 Support, Device Activation and Assessment L4.
  • Do the following for yourself and train your teams to upscale them:
  • o Understand customer needs and develop solutions and support them.
  • o Develop and grow the knowledge base of frequently asked questions.
  • o Become fluent in demonstrating solutions on the devices using remote technology.
  • o Become an expert on using all platforms, specifically using: the EPR system; the support systems (VoIP, WhatsApp, Ticketing) and the payment and terminal management platforms
  • o Process your daily workflow / calls /support / orders / quotes on CRM platform.
  • o Assist merchants with additional software on the devices as appropriate.
  • o Ensure client satisfaction, and promptly escalate critical problems to management.
  • o Communicate important feedback from Merchants internally.
  • Organize and coordinate staff schedules.
  • Assist Tech Support, Device Activation and Assessment teams to meet and exceed goals.
  • Answer escalated merchant support questions and follow-up.

Qualifications:

  • Grade 12 and/or higher level of education.
  • Two years’ previous experience in mentorship, and customer support.
  • A proven technical / point-of-sales exposure track record.
  • Excellent verbal and written communication skills.
  • Persuasive and goal oriented.
  • Excellent verbal presentation skills.
  • Computer, android and web skills and experience with tracking and recording call information, updating customer profiles, and entering and tracking merchandise.

How to Apply:

  • Email your comprehensive CV to exceedhr@exceed.co.za.
  • If you are already registered, please forward your CV and the relevant reference number to the consultant with whom you are currently registered to avoid duplicity on our system.
  • We reserve the right to only conduct interviews with candidates of choice.
  • Applicants who have not received feedback within 30 days from the closing date must please accept their application as unsuccessful.

To apply for this job email your details to exceedhr@exceed.co.za