Mission Statement for the Role:
Lead a dynamic team of technicians dedicated to providing exceptional Level 2 support and solutions to poa! customers, with a relentless commitment to excellence
Overall Responsibility:
To ensure the smooth and efficient operation of the Technical Support team by resolving technical issues promptly & delivering excellent customer service
People:
Technical Support Technicians
Key SMART Results for A-Player Success
Reduced average response time by 10% through continuous process enhancement, team development efforts, and fostering effective collaboration with other support teams -End of Q4 2025.
Identified troubleshooting gaps & implemented regular training sessions and performance reviews to develop staff knowledge and skills, with the aim of achieving set SLAs -End of Q4 2025.
Provide internal training, along with the technical operations manager and quality manager, to introduce, implement, and maintain effective and efficient processes that support the customer incident and problem management processes - End of Q4 2025.
Ensured that ticket queues are managed effectively by achieving a first-call resolution rate of at least 80% - End of Q4 2025.
Drive service improvements and provide best practice incident management of issues impacting our customer base through resolution, including escalation within the business & communication to stakeholders - End of Q4 2025.
Ensure comprehensive technical integration support for the Field Services team, addressing 99% of all requests within SLA - End of Q4 2025.
Providing effortless customer experience by proactively recommending changes to product information, alternatives, and solutions - End of Q4 2025.
Proactively provided technical insights and recommendations whilst ensuring effortless decision-making by offering tailored information, alternatives, and solutions - End of Q4, 2025.
Level of Management Experience Required (Mandatory & Nice to Have)
2 years in a team lead or leadership role and 4 years in wireless installation/related fields.
Department stage of development where this role sits
Scaling
Key Competencies (H, M, L)
Have knowledge of routing and switching protocols, IT systems, and radio frequency -H
At least 4 years experience in wireless installation or a related field -H
Great interpersonal, verbal and written communication, and conflict resolution skills -H
Customer focused with strong analytical, troubleshooting, and problem-solving skills - H
Has experience working within a fast-paced, high-pressure L2 support environment in the telecommunications sector for at least 2 years - H
Problem-solving abilities to troubleshoot complex issues and provide guidance to technical support technicians - H
Experience in a leadership role for at least 2 years - H
Mandatory Criteria if Any, with no exceptions to hire
Must have worked in a business-to-consumer (B2C) technical support team in the telecommunications sector.
Must have 2 years progressive experience in a team lead or similar leadership position.
Must have at least 4 years experience in wireless installations or related fields.