Author Topic: #Vacancy: Team Lead, Support Center Job at Swift Networks Limited  (Read 218 times)

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Job Title: Team Lead, Support Center

Company: Swift Networks Limited

Job Type: Full Time

Qualification: BA/BSc/HND

Location: Rivers Abuja, Nigeria

Job Field: Customer Care

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Our company, Swift Networks is an Indigenous Internet Service Provider Company with outlets spread all over Lagos State. Our core services are the provision of high speed internet services, telephony and IP – VPN services to both residential and enterprise subscribers.

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Main Responsibilities: – Keeping support unit in synch with company objectives – Planning and managing the effective operations of the support center by administrating trained man power, administrative facilities, CRM utilities and customer focused solution – Forecasting of support unit requirements in terms of inventory and human resource both in accordance with the present and projected workload – Decision making in order to continuously improve performance of the support unit by identifying requirements and coordination with the relevant department/division to fulfill the said needs – Keeping support unit staff motivation and commitment level high to keep them focused so that the state of the art service is delivered to the customers – Ensuring and enforcing the first contact resolution to meet SLA targets of the support queue – Responding to current international support center practices and adopting to keep up the latest effective solution – Delegation and empowering teams responsible for escalations and closure of issues/complaints – Ensure that Front Desk support staff log each customer visit in the CRM to analyze the reason of walk in and take action to reduce the customer walk in – Ensure that Field Engineers have proper technical and interpersonal skills required to meet the job requirement – Ensure that tickets to Support center are closed in the qualitative manner – Ensure that visits are being carried out as per commitments/appointments with the customer – Ensure availability of the efficient staff in the walk in centers and also availability over the weekends/public holidays – Recommendation on the TNA of the staff and conducting trainings to improve the quality and service level of the division which impact the revenue – Responsible for innovative ideas to reduce cost of the unit , improvement in the revenue from customers. – Carry out other assigned duties by the immediate supervisor.

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Desired Skills and Experience: – Bachelor’s degree in Elect/Elect engineering, Computer engineering, Telecommunications or other related fieldwith cumulative grade of 2nd class upper division – 5 years of experience in the relevant field of technical support with CCNA/CCNP or any technical certification as a plus point – Exceptional communication and interpersonal skills – Ability to have work under pressure and multi task – Good time management skills  – Role model customer care professional profile – Optimistic with supportive attitude – Excellent training skills – Detail oriented and results driven.

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