Solution & Support Service Officers

Responsibilities:

• Oversee and manage the delivery of technical support services, ensuring that processes and troubleshooting techniques are efficient and effective.
• Develop and maintain strong, trusting relationships with customers, serving as their primary point of contact and addressing inquiries, concerns and issues promptly.
• Lead and inspire a team of support technicians, providing ongoing training, mentorships, and support to ensure top-tier service delivery.
• Identify and resolve customer issues, collaborating with other departments as needed to provide comprehensive solutions.
• Develop and implement support processes and procedures that drive operational efficiency and enhance the customer experience
• Track and analyze customer satisfaction metrics, continuously identifying areas for improvement in service quality and delivery.
• Oversee the rollout of new solutions and services, ensuring seamless integration and customer satisfaction.

Requirements:

• Strong understanding of technical support processes, troubleshooting techniques, and proficiency in support software and tools.
• Exceptional customer service skills with a focus on building and maintaining strong relationships with customers.
• Proven leadership and management capabilities, with the ability to mentor, motivate and guide a team of support technicians
• Excellent analytical and problem -solving skills to handle a variety of technical challenges.
• Clear and professional communication both with customers and internal teams, to ensure a high level of service