Summary
Date Posted: Monday, January 20, 2020 , Base Salary: Not Disclosed

JOB DETAILS:
We’re looking for dynamic, passionate and talented Technical Support Team Leaders to join our team in Kigali. With a background in IT support or development, extensive customer experience, experience leading a team in a supportive environment and a passion for technology, you will be making sure that the quality of our customer's experience is kept at the highest levels. You will build and manage an end-to-end service operations team of 20-30 passionate professionals, making sure your team is engaged, focused on the customer and are developing their technical abilities as you develop both your technical and leadership skills. Your success will be driven by your passion for making sure our customers are fully satisfied with our high levels of service, and your drive to continue both you and your team learning journey’s in our technologies. You will be the owner of your future, building your skills and working in a fast-paced and fun environment while delivering exceptional customer support 24/7, worldwide, for a leading global tech company. .

Job Responsibilities
• Manage team to deliver exceptional customer service across technical service lines
• Training and coaching team members to support their personal development
• Act as a primary escalation point for operational issues in the team
• Supports the team to ensure Tek Experts meets the goals and expectations of our customers
• Provides accurate and timely communication to all applicable parties on any customer support issue
• Attends regular operational and business review meetings
• Monitors specific KPIs to ensure the proper delivery of the business
• Participates in reviewing processes and workflow to diagnose areas for improvement
• Builds and sends updated reports to the management team (site manager, global operations manager, office manager, etc) as required
• Serves as a contact point for customer’s delivery management
• Handle, monitor, coordinate and manage all escalated cases
• Proactively proposes improvement plans where gaps are noticed

Job Skills: Not Specified

Job Qualifications
• Demonstrable experience leading a support team of at least 20 team members
• Strong organizational, planning, leadership and management skills with a confident and professional manner
• Strong English communication skills with excellent presentation skills
• Excellent soft skills, including conflict resolution, influence and negotiation skills
• Critical thinker and ability to make decisions
• Ability to work under pressure in a highly targeted environment
• Committed to self-development and the development of others
• Passion for technology and learning

Job Education Requirements: Not Specified

Job Experience Requirements: Not Specified

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