LinkServe Limited an Information Technology Service provider recruiting
Job Title: Manager, Technical Support.
Ref MTS 013
Responsibilities
• Drive a team of Technical Service personnel through coaching, career planning and setting
learning examples.
• Improve productivity by highlighting deficiencies and recommending change in tools, training,
processes, reporting and employee engagement.
• Facilitate customer issue resolution for escalated calls and engage the necessary technical
support.
• Follow up with unsatisfied customers to ensure issues are resolved and the customers are
satisfied.
• Report operational achievements and progress to the Chief Technology Officer on a regular
basis, including statistical analysis and improvement of action plans.
• Work with other managers to ensure operational consistency.
• Maintain a mindset of continuous improvement, in terms of efficiency of support processes,
customer satisfaction and the application of tools for monitoring, management and
optimization.
• Build relationship with the operational and technical departments of our key customers.
• Develop a strong relationship with the sales team to increase sale of SLA based support
services.
• Deliver and exceed on all team performance goals.
Job Requirements
• B.Sc, BA or equivalent.
• Must have a good understanding of customer services in a high tech environment from an ISP,
Vendor, Integrator or Operator’s point of view.
• Minimum 5 years experience in a related function. Technical Call centre or NOC experience is
an advantage.
• Excellent analytical and problems solving skills with the ability to provide quick resolution to
problems.
• Demonstrated leadership abilities and be achievement oriented.
• Strong verbal and written communication skills.
• Must be customer service orientated and believe in teamwork, collaboration, adaptability,
innovation and initiative.
• Experience in coaching and staff development is compulsory.
• Strong technical background in ICT is desirable.
Method of Application
Only qualified persons should apply with their detailed curriculum vitae along with a one (1) page covering letter.
All applications must be submitted online to jobs@linkserve.net latest 27th January, 2011
All applications should quote the appropriate reference codes as subject title.
Only short-listed candidates will be contacted
