Description
Are you an experienced Team Leader with a strong network technical support background?
Due to increased business growth and internal promotion we are seeking an experienced technical support leader to join a growing Network Support team.
You will be responsible for the day to day management of a Customer Support Specialists Team who are supporting a broad range of users across the education sector.
You will be responsible for providing a high level of network leadership and ensuring that service levels are achieved and customer expectations exceeded.
Your day to day responsibilities and experience will include:
- 5+ years in technical customer call centre environment
- 1-2 years experience in a people leadership capacity
- Ability to lead a small network/technical team from the front with the ability to provide an extra layer of SME technical support as required
- Current holder of a CCNA certificate or similar is expected.
- Proven track record of meeting SLAs and quality standards
- Ability to work with a broad range of external stakeholders to ensure a high level of networking solution is achieved.
- Excellent communication and interpersonal skills is essential with the ability to work within a diverse team and make a difference.
You will also provide support to the Customer Support Manager by aiding with:
- Developing, designing and documenting workflows, processes, and procedures
- Managing and maintaining ticketing, phone, knowledge base and other vital tools.
- Continually enhancing the processes in line with new businesses, products and customer requirements ensuring they remain efficient and customer-focused.
All applicants must be currently based in Auckland with full NZ working rights (NZ Citizen/Permanent Resident).
For a confidential discussion – please contact Sharyn Saxby – sharyn.saxby@h2r.co.nz.