Support & Escalations Supervisor - Opera at Adapt IT Holdings

Job description

The Support Supervisor position is a support desk leadership function within the organization. As such, the position comes with a high degree of accountability and responsibility. Key focus areas will include but not be limited to managing and coordinating your team to meet customer SLA, CES and NPS targets and monitoring call logging processes and escalations. Your team’s skills and excellent service delivery will contribute to the overall success of the customer experience.

• Manage and coordinate daily cases, priorities, and escalations to achieve set SLA targets.
• Supervising support desk staff and organising and monitoring work processes to provide quality service in line with set customer service standards.
• Identify training and coaching areas for support team and implement with the team and assistance of relevant specialist.
• Review processes and procedures on a regular basis to suggest improvements to team and management.
• Analyse call data to identify repeat system issues and escalate to specialist to investigate permanent solutions.
• Maintain product knowledge and share relevant information with Opera team and sales.
• Communicate with Account Managers and Sales Managers regarding issues their customers experiencing  and suggest possible solutions.

Minimum requirements

• Grade 12/Matric
• Opera experience essential
• IT related knowledge (advantageous)
• Minimum 5 years’ experience within hotel environment
• Knowledge of Microsoft Products