SENIOR TECHNICAL SUPPORT SUPERVISOR

SUMMARY:
Our Client is a successful Internet Service provider and telecoms infrastructure company  with over a decade in the industry in Nigeria. As a result of expansion, Our Client is recruiting for a resourceful Senior Technical Support Supervisor.
Duties and Responsibilities:
1. Improve case resolution times.
2. Backlog tickets reviews and take corrective actions with the support team if needed.
3. Follow up the progress on escalated cases.
4. Ensure proper follow up and closure of all pending tickets by the support team members.
5. Evaluate team member’s performance.
6. Intense follow up on VIP customer’s cases.
7. Assist in creation of customer support polices & procedures.
8. Follow up on unresolved cases.
9. Motivating staff through individual coaching sessions.
10. Provide documentation for procedures & technical aspects.

Personal Responsibilities:
1- Report to the support manager.
2- Should maintain a high level of personal responsibility in order to be an example to his Team.
3- Abide and apply the rules and regulations of the department and the company as a whole.
4- Responsible for achieving targets provided by the management.
QUALIFICATION  AND EXPERIENCE
    BSC (or equivalent) in Computer Science, MIS, Telecom/computer Engineering or Relevant Education
    Having previous experience in supervising support team/s.
    Having previous technical experience in ISP environment.
    Understand the functionality of telecommunication network transmission nodes. Like transmission equipment
Language Qualifications:
    Good verbal and writing skills in English are mandatory.
    Excellent internal communication skills
    Solid organizational skills including attention to detail and multi-tasking skills
    Strong working knowledge of Microsoft Office
    experience as a sales coordinator or in other administrative positions will be considered a plus;
SKILLS  AND ATTITUDINAL APPLICABLE
    Interpersonal relationship.
    Maintain a good communication and interaction with his team members & managers.
    Self-learner and capable to adopt quickly.
    Communications skills, both verbal and written.
    Quick learner motivated and dedicated to get the job done right.
    Having good technical background
    Having excellent approach in escalating tickets to other departments.
    Hands on experience on radio links, routers, firewalls
SALARY RANGE
•    VERY WELL Negotiable depending on the experience
LOCATION OF OPERATION
•    LEKKI, LAGOS
•    Application should be sent to resume@HRLeverageAfrica.com  CC: 360CareersNet@gmail.com

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