Technical Support Lead at CLS Human Capital Specialists

Job Purpose:

• To enhance customer experience, streamline support processes, manage learning systems, and assist with compliance—while guiding the support team to meet performance goals.

Requirements

Education:

•  National Senior Certificate
•  Relevant Degree or Diploma

Experience:

•  5 years in a similar role

Core Experience Areas:

•  Customer support and call centre environments
•  Live chat and ticketing systems (e.g. Freshdesk, Zoho Desk)
•  Technical troubleshooting
•  SOP and knowledge base development
•  Learning Management Systems (LMS)
•  Process improvement and team management
•  Basic compliance support

Skills:

•  Strong written and verbal communication
•  Excellent problem-solving ability
•  High digital literacy (Google Workspace, Zoho, AWS Quicksight)
•  Organised, proactive, and detail-oriented

Other:

•  Proficient in English (Afrikaans beneficial)
•  Own transport and valid licence preferred

Key Performance Areas

Client Support – 40%

•  Deliver prompt and effective support via phone, email, and chat
•  Resolve and escalate issues efficiently
•  Maintain a smooth, customer-focused experience

Team Support – 30%

•  Equip the team with resources and training
•  Monitor and support performance
•  Keep SOPs and responses up to date
•  Gatekeep support issues before escalating to devs

LMS Development – 20%

•  Create and manage online learning content
•  Ensure training materials are up to date and relevant

Compliance Assistance – 10%

•  Support policy implementation and documentation
•  Assist with ISO-related tasks and evidence collection

Dealine:31st July,2025