A young and dynamic international IT firm is looking for an equally dynamic:

ICT Technical Support Lead m/f

for immediate hiring, based in Adabraka in Accra.

 

Scope of the Job

Tech support managers come into play once their sales colleagues have completed the sales process; but they can get involved in Pre-sales too.

. Their tasks include the handling of complaints and warranty cases, the provision of advice on any arising questions and the recommendation of upselling services.

 

You and your team will provide technical customer support via various channels to all existing customers

Your aim is both customer satisfaction and customer retention; ability to initiate new sales while supporting a customer is a big plus

You also make sure that support meets all SLAs already in place and report all deviations to Management.

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Key Responsibilities

1. You will promote timely and superb support to our customers via all channels:

• Physical, by managing and coordinating a group of in-house and field engineers
• Social Media
• Online -including email our incident management tools

2. You also support the Sales Team and develop sales proposals (we will train you on that)
3. You are responsible for hiring, training, coaching, and motivating our support agents
4. And, you.monitor their performance, provide feedback, and set goals and expectations
5. You are accountable for your team meeting all OLA- and SLA- agreements in place
6. You constantly find ways to improve customer satisfaction and ways for your team to measurably improve their overall contribution to customer loyalty
7. You constantly develop a deep understanding of the productsor services that you are supporting.
8. You manage and continuously improve the AfrweSales Support and Service Management LifeCycle
9. You supervise the Support Workflow – including all escalations
10. Oversee the timely production of weekly and monthly reports- including Scorecards
11. You lead and are accountable for all postSales Support
12. Responsible for optimizing both the Sales Process and the Customer Experience.
13. Ensure efficiency, consistency, and customer satisfaction
14. Can smoothly resolve all client-conflicts and misunderstandings
15. When applicable, you liaise withother teams in the organization.you collaborate and communicate with marketing, sales, and other teams to share customer feedback, insights, and requests.
16. You propose solutions, and advocate for customer needs and expectations.
17. Your team of Service Delivery and Support Specialists msut  provide first class service and post sales support, including the provision, maintenance and repair of complex network and hosting services forour corporate customers.
18. Ensure high quality, up-to-date documentation exists for all service arrangements.
19. You have Proficient computer skills including all Microsoft Office applications
20. Ensure customers are 100% satisfied
21. Work with Service and Parts Managers to ensure good communication and working relationships between departments
22. You also address all issues and complaints relating to product warranties.

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Qualifications

• 3-5years experience in either AfterSales or Field or Call Centre Support Management
• Ideally you also have 3-5 years experience in a Managed Services business (eg an Internet Service Provider, a webHosting Service, etc)
• You are up to date with Service Management and IT Support technological trends
• You can correctly use and interpret support data for customer satisfaction insights
• Able to juggle priorities to meet deadlines without cutting corners
• Follow up on and take responsibility for unresolved issues or escalations
• Experience in driving change initiatives in a service environment is a big plus
• General technical understanding of Networking and Hosting technologies and solutions
• Able to work on own initiative to develop the team
• SuperStrong interpersonal, leadership, presentation, negotiation, and communication skills – verbal and written
• Need to be able to handle conflict, stress, and difficult situations with professionalism and empathy.
• You possess a customer-centric mindset
• Proficient in using MS Office modules like Word, Excel, PowerPoint
• You can also work with GoogleDocs

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Salary + Benefits

Because of the variety of skillsets outthere, the base salary for this role is OPEN – depending on your experience and qualifications.

How-to Apply

As a  professional, we expect you to properly follow these instructions please:

1. Apply only if you qualify – must have solid IcT Tech  Support experience as described above
2. your CV should have accomplishments – including revenue accomplishments -and not a mere list of tasks/duties per role – a generic CV will not ‘fly’ with the client.
3. Send us your highly customized 2-3 page  CVÂ(longer CVs will be rejected since they do not reflect an ability to communicate with brief focused clear sentences)  CV in WordÂ(so NO PDF files please)  to: CV @ HIREgh . com (remove empty spaces) with the appropriate heading:  ‘ICT Tech Support Lead’ in your email’s subject/ Title line.
4. If you type executive or Sales manager, your CV will be processed but ‘lost’ in our CV repository
5. Ideally, use Arial font No 10 for all of your CV and Arial font No 12 and capitals for your headings, please
6. Also, please indicate when is the earlier that you can start
7. Give us your WhatsApp number, please
8. Once again: DO NOT SEND a CV that is 4 pages long nor a CV in PDF format or as GoogleDoc –our ATS is set to ignore CVs longer than 3 pages
9. Please: No Google Docs either – we do not have permission to open them and getting one from you is too complex

10. If you don’t follow these instructions, you will not be considered for these roles

A FAIR WARNING

: if you don’t customize your CV don’t expect that it will go through with flying colors and the client will invite you for an interview

 

We look forward to receiving your CV and meeting with you this week.

Thank you,

HIREghana

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Disclaimer

• We do NOT charge any fees– basically, we do NOT work for you; so be extremely polite with us
• We will ignore any application if our instructions are not followed (up).
• We might amend, delete, or expire jobs at any time without notification.
• We reserve the right not to proceed with filling the position.
• An application will not in itself entitle the applicant to an interview.
• We only follow up with successful candidates.