Team Lead Support Center at SWIFT Networks Limited

Posted on Mon 06th Oct, 2014 - hotnigerianjobs.com --- (0 comments)

Our company, Swift Networks is an Indigenous Internet Service Provider Company with outlets spread all over Lagos State. Our core services are the provision of high speed internet services, telephony and IP – VPN services to both residential and enterprise subscribers.

SWIFT Networks Limited is recruiting to fill the position of:

Job Title: Team Lead Support Center

Location: Abuja and Port Harcourt

Main Responsibilities

Keeping support unit in synch with company objectives
Planning and managing the effective operations of the support center by administrating trained man power, administrative facilities, CRM utilities and customer focused solution
Forecasting of support unit requirements in terms of inventory and human resource both in accordance with the present and projected workload
Decision making in order to continuously improve performance of the support unit by identifying requirements and coordination with the relevant department/division to fulfill the said needs
Keeping support unit staff motivation and commitment level high to keep them focused so that the state of the art service is delivered to the customers
Ensuring and enforcing the first contact resolution to meet SLA targets of the support queue
Responding to current international support center practices and adopting to keep up the latest effective solution
Delegation and empowering teams responsible for escalations and closure of issues/complaints
Ensure that Front Desk support staff log each customer visit in the CRM to analyze the reason of walk in and take action to reduce the customer walk in
Ensure that Field Engineers have proper technical and interpersonal skills required to meet the job requirement
Ensure that tickets to Support center are closed in the qualitative manner
Ensure that visits are being carried out as per commitments/appointments with the customer
Ensure availability of the efficient staff in the walk in centers and also availability over the weekends/public holidays
Recommendation on the TNA of the staff and conducting trainings to improve the quality and service level of the division which impact the revenue
Responsible for innovative ideas to reduce cost of the unit , improvement in the revenue from customers.
Carry out other assigned duties by the immediate supervisor

Desired Skills and Experience

Bachelor's degree in Elect/Elect Engineering, Computer Engineering, Telecommunications or other related field with cumulative grade of 2nd class upper division
5 years of experience in the relevant field of technical support with CCNA/CCNP or any technical certification as a plus point
Exceptional communication and interpersonal skills
Ability to have work under pressure and multi task
Good time management skills
Role model customer care professional profile
Optimistic with supportive attitude
Excellent training skills
Detail oriented and results driven

Application Closing Date
Not Stated

How to Apply
Interested and qualified candidates should
Click here to apply online

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