Support Manager at BitCo

Job description

The Support Manager will be required to manage and grow a team of Support Engineers. This position is dedicated to providing our clients with the best possible customer service and technical support.

Roles and Responsibilites:

• Mentoring and coaching of Support Staff
• Initiate and implement procedures within the team
• Assume responsibility for escalated / unresolved queries
• Developing a deep understanding of BitCo products and services offered to clients
• Task allocation for the Support based on technical skills and abilities.
• Conduct regular team meetings, training sessions and tracking of team progress
• Populate KPI’s for Support staff in order to set goals for each staff member as well as for the entire team.
• Conduct performance review of team members and identify areas of improvement
• Initiate performance improvement plans for staff members that are under performing
• Provide an efficient working environment to the team and ensure all daily, monthly and yearly objectives are met
• Ensure that the technical team follows the correct procedures, policies and processes across all aspects of the business
• Dealing with all technical escalations be it with clients, suppliers or interconnect partners and service providers
• Ensure that the technical team provides prompt first response on all service requests and that the service requests are managed to competition in a timeous and professional manner by each member of the technical team
• Taking ultimate ownership of all service related queries handled by the team
• Collaborating extensively with key staff members to resolve issues within the accepted time frames
• Ensuring that all service requests handled by the support team are updated comprehensively on ERP and Helpdesk
• Handling the support and troubleshooting of technical issues that cannot be resolved by members of the support team
• Development of operational technical documentation for the department.
• Work together with the Exco team to identify resource and equipment requirements, efficient capacity planning and management of software and hardware availability.

Minimum Requirements for position:

Experience:

• Five to seven years experience in Telecommuniation or ICT Industry.
• Three to four years experience in managing a support team.

Soft Skills:

• Must be able to manage a diverse team
• Professional / Presentable at all times
• Excellent verbal and written communication skills
• Excellent time management skills
• Self-motivated and driven to present the best result for the Support Department

Technical Skills:

• Minimum of 3 years troubleshooting experience, working on the ISP/networking indsutry
• In-depth understanding of LAN/WAN technologies and connectivity products
• Must have experence in Asterisk/Linux
• Must have experience in VOIP
• Understanding of VPN’s