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Chilean Technology Limited is seeking a seasoned and meticulously organized Head of Support to oversee and steer our customer and technical support operations. The ideal candidate will oversee thorough investigations into customer issues, ensuring accurate documentation, timely resolution within set deadlines, and polished professional communication. This is a dynamic leadership position demanding exceptional skills in people management, customer service, and technical troubleshooting. Key Responsibilities Provide leadership, direction, and assistance to the customer support team to ensure optimal performance and alignment with organizational objectives. Responsible for managing all support tickets from the point of initial submission through to final resolution and closure. Thoroughly investigate and accurately reproduce issues prior to presenting them to the development team for further action. Handle business-critical customer issues with urgency and high priority. Ensure ongoing, transparent communication with customers by delivering consistent progress updates. Collaborate with developers, implementation teams, and account managers to address and resolve escalated issues. Track response and resolution times rigorously while maintaining adherence to service standards consistently. Evaluate the precision and thoroughness of support reports, ticket documentation, and customer correspondence. Analyze persistent problems and propose sustainable solutions or enhancements to existing processes. Compile periodic reports on support performance metrics and outstanding tickets for presentation to management. Provide leadership, guidance, and oversight to cultivate the growth and performance of the support team members through training, mentorship, and performance management. Develop and maintain robust partnerships with critical customers while skillfully addressing and resolving complex escalations professionally. Requirements Experienced in managing and leading a customer support, help desk, or technical support team. Possesses a solid grasp of software support methodologies and adeptness in resolving technical issues efficiently. You possess exceptional proficiency in both written and verbal communication. Skilled in providing effective leadership, maintaining high levels of organization, and ensuring meticulous follow-up to drive projects forward. Capable of effectively prioritizing tasks and maintaining high performance standards amidst demanding circumstances. Proficient in converting customer issues into precise, solution-oriented technical specifications. Proven experience in utilizing ticketing systems and providing customer support is required. A background in Information Technology, Computer Science, Business Administration, or a related discipline is highly beneficial. Professional Rewriting: Familiarity with point-of-sale systems, enterprise resource planning software, hospitality management platforms, invoicing solutions, or other business applications is considered beneficial. What We Are Looking For We seek a proactive individual who demonstrates strong ownership, articulates ideas effectively, and ensures customer concerns are addressed without delay. The successful candidate must exhibit decisive leadership, conduct detailed investigations, and guarantee the dissemination of precise information to both clients and internal stakeholders. Location: Lusaka, Zambia Employment Type: Full-time
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🧠 Profil recherché Chrilan Technology Limited is looking for an experienced and highly organised Head of Support to lead our customer and technical support function. The successful candidate will be responsible for ensuring that customer issues are properly investigated, clearly documented, resolved within agreed time