Support Manager (Customer Success) – IT/ Development

Permanent
Cape Town, Western Cape
Posted 5 months ago

To apply, send your CV to rikus@kwena.net or apply directly at the link below

Responsibilities

  • Ensuring SLA metrics are met through support ticket triage, prioritization, appropriate escalation, and customer service. 
  • Setting Support KPIs and monitoring performance of the support function. 
  • Implementing, documenting, and maintaining support workflows and knowledgebase that serves the support team. 
  • Ensuring excellent customer support services through timely and professional communication that is underpinned by strong technical services. 
  • Performing Root Cause Analysis and appropriate remedial actions for critical/recurring support tickets, including feedback to Product Development Teams. 
  • Preparing technical support team performance reports. 
  • Client Invoicing, renewals, and or new solution request management

Minimum Requirements:

  • 5+ years work experience required. 
  • 3+ years in technical customer support management using help desk software. 
  • Remote desktop support experience for proprietary applications that runs on Linux and/or Windows environments. 
  • Azure IoT Edge deployment and support experience.
  • Strong technical knowledge in networking, database, and computer application systems. 
  • Strong analytical and troubleshooting skills. 
  • Ability to prioritize and manage tasks. 
  • Good oral and written communication skills. 
  • Excellent time management and problem-solving skills. 
  • Exceptional customer service skills. 
  • Proven people management skills. 

 Desirable requirements:

  • Engineering Degree (or Diploma with significant experience in team lead role).
  • Experience in implementing ITIL based support workflows. 
  • Professional certifications such as Linux, Cisco, Unix and Azure will be preferred.                              
  • Experience with Coding (Python scripting, XML and JSON configuration)
  • Experience in both hardware and application support. 
  • Experience of working with, and setting up, JIRA service desk and Microsoft Teams.  

Job Features

Job CategoryIOT, IT, Mining

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