Overview
Technical Lead Jobs in Cape Town at Stowe Holdings (Pty) Ltd.
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
Title: Technical Lead
Company: Stowe Holdings (Pty) Ltd.
Location: Cape Town
