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Chilean Technology Limited seeks a seasoned and meticulously organized Head of Support to spearhead our customer and technical support operations. The ideal candidate will oversee thorough investigations into customer issues, maintain precise documentation, and ensure timely resolutions communicated with professionalism. This role demands active leadership, exceptional interpersonal abilities, and advanced technical problem-solving expertise. Key Responsibilities Spearhead the leadership, guidance, and development of the customer support team, fostering a collaborative and high-performing environment. Provide comprehensive oversight of every support ticket, from the point of initial submission until final resolution and closure. Conduct thorough investigations and accurately reproduce issues prior to forwarding them to the development team for resolution. Handle business-critical and urgent customer issues with top priority. Deliver consistent, transparent communication to customers and issue periodic progress reports to ensure alignment and satisfaction. Collaborate with developers, implementation teams, and account managers to address and resolve escalated issues. To track response and resolution times and maintain consistent adherence to service standards. Evaluate the precision and completeness of support reports, ticket documentation, and customer correspondence. Analyze persistent problems to devise sustainable solutions or enhance existing processes. Compile periodic performance reports and outstanding ticket analyses for senior management review. Develop and oversee the training, mentoring, and performance management of support team members to ensure high standards of service delivery and professional growth. Develop and maintain robust professional relationships with key clients, handling complex escalations with professionalism and discretion. Requirements Proven track record in directing and managing a customer support, help desk, or technical support team. Demonstrates a solid grasp of software support methodologies and the ability to effectively troubleshoot technical issues. You must possess strong written and verbal communication abilities to effectively convey ideas and collaborate with team members. Effective leadership abilities, strong organizational capabilities, and meticulous follow-up skills are essential for success in this role. Demonstrated capability to handle various tasks simultaneously and perform optimally in high-pressure situations. Translate customer challenges into precise, actionable technical specifications. Proficiency in utilizing ticketing and customer support platforms is required. A background in Information Technology, Computer Science, Business Administration, or a related discipline is beneficial. Proficiency in POS, ERP, hospitality, invoicing, or other business software systems constitutes an additional asset. What We Are Looking For We seek a proactive professional who demonstrates accountability, conveys information effectively, and ensures prompt resolution of customer concerns. The successful applicant must possess strong leadership skills, conduct detailed investigations, and deliver precise information to both clients and internal stakeholders. Location: Lusaka, Zambia Employment Type: Full-time
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