As a Team Lead in 1st Line Support, you'll ensure clients receive top-notch service while guiding your team in technical troubleshooting and effective communication. This role is perfect for someone who enjoys mentoring others and has a knack for improving client experiences.
In this role, you'll lead a team responsible for providing first-line support to clients, ensuring they have a seamless experience with the company's services. Your day-to-day tasks will involve coaching technicians on best practices in troubleshooting and communication, as well as maintaining high standards in ticket management. You'll also play a key role in identifying patterns in support requests that can inform business upgrades and projects.
Your responsibilities will include: • Coaching team members on effective troubleshooting techniques • Ensuring proper communication with clients throughout the support process • Overseeing ticket hygiene to maintain a smooth workflow • Participating in business unit planning to address emerging support needs
This position is ideal for someone with a strong technical background who is passionate about client service and enjoys mentoring others. You'll need to be proactive in identifying areas for improvement and be comfortable leading a team in a fast-paced environment. Strong communication skills and a knack for problem-solving will be essential to succeed in this role.
If you're looking to make a significant impact in a dynamic ICT service provider and help shape the client experience, this could be the perfect opportunity for you.
You'll be taken to the original listing on PNet to apply.