Director of Support Services

Chilean Technology Limited seeks a seasoned and meticulously organized Head of Support to spearhead its customer and technical support operations. The ideal candidate will oversee thorough investigations of customer issues, meticulously document findings, deliver timely resolutions within established deadlines, and maintain clear, professional communication throughout the process. This dynamic leadership position demands exceptional proficiency in people management, a customer-centric mindset, and advanced technical problem-solving abilities. Key Responsibilities Provide leadership, direction, and assistance to the customer support team to ensure optimal performance and team cohesion. Provide comprehensive oversight of all support tickets, from initial submission to final resolution and closure. Conduct thorough investigations and reliably reproduce issues prior to forwarding them to the development team for resolution. Handle urgent and critical customer matters with the highest priority. Ensure ongoing, transparent communication with customers and deliver consistent progress updates. Liaise with developers, implementation teams, and account managers to address and resolve escalated issues. Ensure that response and resolution times are consistently monitored to maintain adherence to established service standards. Examine support reports, ticket notes, and customer communications to assess their quality and precision. Proactively pinpoint recurring challenges and propose sustainable solutions or enhanced processes to drive operational efficiency and long-term effectiveness. Develop and submit periodic reports on support performance metrics and unresolved tickets for review by management. Oversee the growth, mentorship, and performance management of support team members. Develop and maintain robust partnerships with high-priority clients while effectively addressing and resolving complex escalations with professionalism. Requirements Experienced in directing and managing a customer support, help desk, or technical support team. Demonstrates a robust proficiency in software support methodologies and the systematic resolution of technical issues. Proven ability to convey information clearly and effectively, both in writing and verbally. Demonstrated ability to lead teams effectively, coupled with exceptional organizational capabilities and a meticulous approach to follow-through. Demonstrated proficiency in handling competing priorities while maintaining high performance under tight deadlines and challenging conditions. Proficient in converting customer issues into precise, solution-oriented technical specifications. Professional Experience: Proven track record in utilizing ticketing platforms and customer support systems. A qualification in Information Technology, Computer Science, Business Administration, or a closely related discipline is highly desirable. Proficiency in supporting point-of-sale (POS), enterprise resource planning (ERP), hospitality management, invoicing systems, or other business-related software applications will be considered an asset. What We Are Looking For We seek a proactive professional who demonstrates accountability, fosters transparent communication, and ensures no customer concern is left unresolved. The successful candidate will provide 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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