Head, Technical Support at Trefoil Networks

Reports to: Chief Technical Officer

Main Function

The Head of Technical Support would be responsible for driving the delivery of high quality customer support across the company to provide a single point of contact for all incidents, service and change requests, and manages the business relationship between the organization and the customer service function.

Role Responsibilities

• Providing help to customers using the organization’s products or services
• Communicating courteously with customers by telephone, email, letter and face-to-face
• Investigating and solving customers' problems, which may be complex or long-standing, that have been passed on by customer service assistants
• Handling customer complaints or any major incidents, such as a security issue or a customer being taken ill
• Keeping accurate records of discussions or correspondence with customers
• Analyzing statistics or other data to determine the level of customer service your organization is providing
• Producing written information for customers, often involving use of computer packages and software
• Writing reports analyzing the customer service that your organization provides
• Developing feedback or complaints procedures for customers to use
• Improving customer service procedures, policies and standards for the company
• Meeting with other managers to discuss possible improvements to customer service
• Training staff to deliver a high standard of customer service
• Leading or supervising the customer service team
• Learning about the company’s products or services and keeping up to date with changes
• Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.
• Deliver support to users in line with agreed company’s Service Level Agreements (SLAs)
• Actively manage the system for logging, monitoring and resolving ICT systems-based difficulties to provide for continuous performance improvement
• Improve the quality of support delivered to users through the ongoing review of services provided and the skill level of operators in meeting the needs
• Inspire and motivate team, provide direction and manage performance
• Guide, support, coach and mentor team members
• Review the work and proposals of team members
• Encourage team to work collaboratively to contribute to achieving the team’s business outcomes
• Manage expectations, resolve and provide solutions to clients and customers
• Escalate issues to address current and potential problems.
• Review Service Level Agreements and key performance indicators

Competencies/Skills

• Adept listening skills
• Excellent negotiating and persuasive skills
• Ability to keep calm under pressure Patience
• Empathetic, diplomatic and emotionally intelligent
• Behavioral Qualities/Other Competences
• Strong analytical skills
• Excellent communication skills, both oral, written and visual
• Strong multitasking skills
• Excellent problem solving skills
• Empathy Skills

Qualifications/Experience

• A relevant degree in Computer Science, Mathematics, Information Science or a related field.
• Minimum of 6 -8 years professional experience in similar role.
• Core technical knowledge and understanding of Networking, Database, Operating systems and soft wares.