Join a dynamic ICT service provider as a Team Lead in Somerset West, focusing on 1st line support and client experience. This role is perfect for someone with strong technical skills and a passion for delivering excellent customer service.
As a Team Lead for 1st Line Support and Client Experience, you will be responsible for ensuring that clients receive a seamless and predictable experience when they reach out for support. Your role will involve leading a team of support professionals, guiding them in troubleshooting technical issues and enhancing client satisfaction. You will work closely with clients to understand their needs and ensure that your team meets those expectations effectively.
In your day-to-day work, you will oversee the support operations, manage escalations, and implement best practices for client interactions. You will also be involved in training and mentoring team members, ensuring they have the skills needed to provide top-notch support. Your technical expertise will be crucial in resolving complex issues and improving processes.
This role is ideal for someone with a strong background in technical support and a knack for leadership. You should be comfortable communicating with clients and have a passion for problem-solving. A good understanding of ITIL practices and customer service principles will be beneficial.
Key responsibilities include: • Leading the 1st line support team • Ensuring high levels of client satisfaction • Managing technical escalations • Training and mentoring team members • Implementing best practices for support operations
If you are looking to make a significant impact in a supportive and client-focused environment, this position could be a great fit for you.
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