Senior Technical Support Supervisor at an Internet Service Provider Firm Via HRLeverage Africa

 Duties and Responsibilities:

• Improve case resolution times.
• Backlog tickets reviews and take corrective actions with the support team if needed. 
• Follow up the progress on escalated cases. 
• Ensure proper follow up and closure of all pending tickets by the support team members. 
• Evaluate team member’s performance.  6. Intense follow up on VIP customer’s cases. 
• Assist in creation of customer support polices & procedures.
• Follow up on unresolved cases. 
• Motivating staff through individual coaching sessions. 
• Provide documentation for procedures & technical aspects. 

Personal Responsibilities:  1- Report to the support manager. 

• Should maintain a high level of personal responsibility in order to be an example to his Team. 
• Abide and apply the rules and regulations of the department and the company as a whole.
• Responsible for achieving targets provided by the management.

QUALIFICATION  AND EXPERIENCE

• BSC (or equivalent) in Computer Science, MIS, Telecom/computer Engineering or Relevant Education 
• Having previous experience in supervising support team/s.  
• Having previous technical experience in ISP environment. 
  Understand the functionality of telecommunication network transmission nodes. Like transmission equipment Language

Qualifications:

• Good verbal and writing skills in English are mandatory.
• Excellent internal communication skills
• Solid organizational skills including attention to detail and multi-tasking skills
• Strong working knowledge of Microsoft Office
• experience as a sales coordinator or in other administrative positions will be considered a plus

SKILLS  AND ATTITUDINAL APPLICABLE

• Interpersonal relationship.
• Maintain a good communication and interaction with his team members & managers. 
• Self-learner and capable to adopt quickly. 
• Communications skills, both verbal and written.
• Quick learner motivated and dedicated to get the job done right.
• Having good technical background
• Having excellent approach in escalating tickets to other departments.  § Hands on experience on radio links, routers, firewalls

SALARY RANGE
VERY WELL Negotiable depending on the experience