Customer Support Supervisor Job at Stratus Africa Limited - Nigeria

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Job Title: Customer Support Supervisor

Job ID: 5100075

Location: Oil and Gas Free Zone, Onne, Rivers State (Nigeria)

Company: Stratus Africa Limited

Job Description:

The Customer Support Supervisor manages the work flow of the Customer Support Technicians (who are geographically spread) to ensure Service Level Agreements (SLA's) are meet.  In addition, they supervise, monitor and review the performance of the Customer Support Technicians to ensure best practice is being followed.  It is essential that you have stong organisational skills in addition to your technical ability as you will be required to support, coach and develop their skills.

On a daily basis you will:

•   Role model and provide ongoing training and support on best practice customer service to Customer Support Technicians and the organization.

•   Monitor and track the performance and customer feedback of the Customer Support Technicians and provided corrective feedback and action plans as required.

•   Ensure SLA's are meet and issues escalated to Management team within 30minutes of issue being identified.

•   Assist the Customer Support Manager to provide servicing to VIP and the Senior Managers of clients.

•   Provide 2rd level troubleshooting orchestration and guidance to the Customer Support Technicians, stakeholders and subject matter experts.

•   Create and maintain process documents and ensure strict compliance of all standards, policies and procedures for Customer Support Technicians to assist in the delivery of best practice.

•   Manage and maintain the Customer Support database to ensure 'tickets' are up to date and all information relating to query is contained in the record.

•   Actively manage performance of Customer Support Technicians.

Desired Skills & Experience:

•   Minimum 5 years experience in a Supervisor position

•   Excellent analytical problem solving skills

•   Customer support foundation skills

•   Working knowledge on all desktop based operating system ex. Windows and Mac.

•   Basic networking knowledge and skills.

•   Excellent written and verbal communication skills

•   Excellent customer service skills

•   Ability to work under pressure and meet tight deadlines

•   MS office applications to an intermediate level

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