Technical Lead

Job Profile

The purpose of the job is to provide a bridge between technical specialist to managerial functions within the Call Centre. The Technical Lead will draw on accumulated expertise and experience and apply this to the management of ticket-flow and quality and act as 2IC to the Team Leader. The Technical Leader engages with Systems Technicians and Systems Engineers to resolve complex problems, he/she also acts as an escalation point for requests beyond the Systems Technician and Systems Engineers scope.

KEY RESPONSIBILITIES

TECHNICAL LEADERSHIP AND MENTORING (30%)

· Lead technical discussions and ensure alignment of staff to best practice protocol.

· Mentor and provide technical guidance to Systems Technicians and Systems Engineers on the team.

· Liaise with subject matter expert on relevant technologies, frameworks, and best practices and relay information to the team, enhancing their technical insight.

· Communicate technical concepts effectively to both technical and non-technical stakeholders.

· Work closely with cross-functional teams to understand requirements and provide technical solutions to interdepartmental teams such as Field Services, Problem Management and Projects.

· Foster a collaborative and productive team environment.

CALL ALIGNMENT, STATUS UPDATES & SERVICE LEVEL VALIDATION (30%)

· At specified intervals compare customer call-records against Stowe-records and escalate/resolve discrepancies

· Vet call records so that the ticket aligns with internal ticket logging protocol.

· At specified intervals assess agent-performance against specified criteria and capture conformance monthly.

· Collate and present captured data regarding conformance.

· Collate and report on data for daily SLA (Service Level Agreement) performance.

· Effectively present data to client and ensure reports are validated by the Team Leader and/or Service Desk Manager.

· Recognise and alert the team leader of trends in customer calls with special attention to deviation to the norms.

· Ensure that diagnostic guides are generated and distributed from in-depth investigations.

· Adjust and update diagnostic guides ensuring changes are landed with the team.

· Audit diagnostics attempts and tickets ensuring adherence to internal ticket logging protocol.

· Participate in ad hoc investigations regarding client complaints, queries, and requests further analysis.

CUSTOMER SERVICES (20%)

· Professionally liaise and assist with all customer queries.

· Present updates and service level discussion

· Remain courteous, tactful, honest, and professional in all communication with other parties.

· Monitors and manages incident-resolution times to comply with agreed contractual service-level obligations.

· Ensure that feedback to customers is meaningful and accurate.

· Regularly follow-up on outstanding queries with other entities who are involved with specific requests.

· Adhere to and comply with all commitments made.

· Be alerted to deteriorating customer-service within the environment and intervene directly or by escalation.

DATA ANALYTICS (15%)

· Maintain accurate records of service desk activities, including incident reports and service request documentation.

· Generate regular reports on service desk performance, including metrics and trends.

· Conduct missed SLA analysis to identified breached tickets assess circumstance around breach toward SLA upliftment’s.

· Collaborate with team leaders toward substantiating SLA upliftment’s.

· Conclude open ticket analysis and prompt agents to move ticket to closure/resolution.

· Assess agent pending lists/open ticket counts and flag non-conformance with Team Leader.

· Assess project scope of work for the readiness and acceptance to move over to Service Desk operations.

· Ensure that all status and progress updates are accurate and meaningful.

· Conduct weekly incident analysis and escalation to third level.

· Monitor E-Maintenance failures flagging automatic ticket-logging failures to internal and external resolvers.

POLICIES AND PROCEDURES (5%)

· Adhere to Stowe’s company policies and procedures code and regulations

· Conform to the reasonable instructions of any employee in authority over yourself, which is not stipulated in your job description.

· Familiarize yourself with the relevant policies and procedures pertaining to the role.

MINIMUM REQUIREMENTS

· Relevant certifications such as CompTIA A+ N+

· Degree/ Diploma in IT or equivalent

· Minimum of 3-5 years of experience as a Systems Engineer or related positions in call canters, customer service, or IT.

· Minimum of 1-year Technical Lead experience

· Familiarity with operating systems and software management.

· Proficiency in troubleshooting techniques.

· Valid South Africa ID

Job Type: Permanent

Work Location: In person

Pay: R15 000,00 - R18 000,00 per month

Work Location: In person