1-grid.com is a fast-growing web hosting company in Cape Town with an established customer base, recently acquired by recognised leaders in the Internet services industry. We have the vision and resources to be the market leader in SA in the next 5 years; this vision is supported by an entrepreneurial culture that encourages innovation, collaboration, and top performance.
Job Purpose
The Customer Support Team lead will provide technical training, guidance and leadership within the Customer Support department around technical upskilling and improvements needed. This includes 1-grid's Knowledge Base, call listening, ticket reviews and the departments processes. The Customer Support Team Lead will also participate in performance reviews and provide reporting and stats together with recommendations.
Duties And Responsibilities
- Work with the Customer Support Manager to ensure key SLAs are met for provisioning and support and to ensure progress updates are provided as required where service issues are identified.
- Co-ordinate and manage the day to day activities of the team by monitoring and managing the distribution of the daily workload evenly across all team members.
- Identify and implement technical service improvements (process, people, technology) toward reducing CCR, improving FCR and reducing escalations.
- Promote a technical learning culture within Support areas.
- Participate and assist the Customer Support Manager with technical performance, during reviews of the Technical Support teams.
- Mentor and coach Customer Support Agents in technical decision making.
- Identify knowledge gaps and training needs within the Support team.
- Discuss technical issues in Support, with the Support, NOC and DevOps line managers.
- Act as a communication conduit between Hosting and DevOps regarding technical issues and skills gaps.
- Perform call listening and ticket reviews in order to identify knowledge gaps and training needs.
- Participate in performance reviews of Customer Support Agents.
- Management reporting
- At least 3 years' experience in a Webhosting, NOC or System Administration role.
- At least 2 years' experience in a lead or management role.
- Experience in Industrial Relations processes.
- Experience in coaching and performance management.
- Strong understanding of and technical experience within the ISP and Webhosting Industry.
- Strong reporting writing and Excel skills.
- Excellent written and oral communication skills in English.
- Demonstrates initiative and ability work independently
- Self-motivated and self-disciplined
- Passionate and committed
- Innovative and proactive
- Resilient and rigorous
- Customer focused and brand aware
- Ability to learn continuously
Our benefits are second to none we look after our people!
- We look after your well-being and encourage a healthy lifestyle:
- We think of your future:
