Our client is UKs most awarded and fastest-growing next-gen Telco/VoIP provider for small
businesses. They offer high-quality, cost-effective digital business phone systems and broadband with
5-star rated service levels.
Their industry-leading products put them in pole position to capitalise on
the 2025 BT Landline Shutdown, a seismic shift to digital impacting 3 million small businesses.
This is an opportunity to be part of the UKs No.1 ranked Telco/VoIP provider that is disrupting the small
business telecoms industry with more than 20 industry awards won in the last 2 years. Its exciting,
fast-paced with a great opportunity to learn and build your career.
Roles & Responsibilities
Our client is seeking experienced technical team leaders to join their growing service teams. Youll be
responsible for the VoIP Technical Support team reporting to the Head of Customer Operations and
working alongside other Team Leaders.
In this role, you will lead a team of technically proficient individuals who ensure that they resolve all their
VoIP technical queries are accurately and timely with all exceptions handled promptly.
The Role Will Entail The Following Daily Tasks
- Driving high NPS for team
- Ensuring team members achieving their daily KPIs and providing support.
- Addressing all team issues and concerns daily
- Managing all aspects of technical support:
- Liaising with suppliers weekly or for escalations
- Ensuring that faults raised are within SLA
- Escalating failed processes or Automation to Dev
- Managing and escalating recurring technical issues
- Conducting coaching, performance assessments and disciplinaries
- Ensure that all operational requirements and changes are communicated to relevant stakeholders and staff
- Train and mentor team members on best practices for triaging, troubleshooting and resolving escalated issues
- Handling customer escalations and NPS detractor complaints
- Initiating process improvements and automation projects with Dev
- You have a passion for tech and telecoms with an ability to grasp technical knowledge quickly.
- You have experience working in a tech support type role and leading people
- A proven track record working as a team lead or similar position in a technical support role for 2+ years.
- Experience handling difficult customer situations
- Excellent written and verbal communication skills
- Ability to pay attention to detail and document work carried out
- Self-motivated, ability to prioritise, work on your own as well as be a great team player
- Discretionary Bonus scheme
- Subsidised On-site parking
- Medical Insurance on Flexicare plan under Discovery. Principal member paid fully by bOnline.
- Free access to our Employee Wellness Programme with ICAS
- R15 000 - R20 000 per month based on experience
