Remote Technical Support Lead

Placements24; Noord-Kaap; Hybrid; ZAR 700.000 - 1.000.000; Vollzeit

Benefits dieser Stelle

Highly competitive salary and bonus

Fully remote work arrangement

Professional development opportunities

Conference attendance

Home office stipend

Generous paid time off

Zusammenfassung

WhatJobs Direct is seeking an experienced Remote Technical Support Lead to guide a high-performing, fully remote support team across South Africa. You will mentor technicians, optimize processes, and collaborate with engineering and product teams to improve usability and service quality.

The role requires strong leadership, deep technical expertise, and a track record of managing remote support functions. Excellent communication and data-driven management are essential for success.

Qualifikationen

• Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent experience.
• Proven leadership of remote technical support teams.
• 5+ years in technical support with 2+ years in a supervisory role.

Aufgaben

• Lead and mentor a team of remote technical support agents.
• Oversee ticket resolution and service level adherence.
• Resolve complex technical issues escalated by the team.
• Develop strategies to improve support processes and tools.
• Create documentation, knowledge base, and training materials.

Kenntnisse

Leadership

Remote team management

Communication

Problem-solving

Decision-making

Strategic thinking

Analytical skills

Ausbildung

Bachelor's degree in IT/CS or related field

Tools

Jira Service Management

Zendesk

Remote support tools

Jobbeschreibung

About the Role

Our client, WhatJobs Direct, is seeking an experienced and motivated Remote Technical Support Lead to spearhead their customer support operations. This is a fully remote position, offering unparalleled flexibility to work from anywhere in South Africa. As the Lead, you will be responsible for guiding the technical support team, resolving escalated issues, and ensuring the highest standards of customer service delivery. You will mentor junior technicians, optimize support processes, and collaborate with other departments to enhance product usability and customer satisfaction. The ideal candidate possesses strong leadership qualities, deep technical expertise, and a proven track record in managing support functions in a remote environment. This is a critical role for an individual passionate about driving excellence in technical support and leading a high-performing remote team.

Key Responsibilities

• Lead, mentor, and manage a team of remote technical support agents.
• Oversee the day-to-day operations of the helpdesk, ensuring efficient ticket resolution and service level adherence.
• Handle and resolve complex technical issues escalated by the support team.
• Develop and implement strategies to improve customer support processes, tools, and efficiency.
• Create and maintain comprehensive documentation, knowledge base articles, and training materials.
• Analyze support metrics and identify trends to proactively address potential problems and improve service quality.
• Collaborate with engineering and product teams to provide feedback on product performance and user issues.
• Conduct performance reviews and provide ongoing coaching to team members.
• Ensure the team stays updated on product knowledge and technical advancements.
• Foster a positive and productive remote work environment for the support team.

Requirements

• Minimum of 5 years of experience in technical support, with at least 2 years in a leadership or supervisory role.
• Proven experience managing and leading remote teams effectively.
• Extensive knowledge of hardware, software, networking, and operating systems.
• Strong experience with helpdesk ticketing systems (e.g., Jira Service Management, Zendesk) and remote support tools.
• Excellent leadership, communication, problem-solving, and decision-making skills.
• Ability to develop and implement strategic support initiatives.
• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• Strong analytical skills and experience with data-driven performance management.
• Self-motivated, highly organized, and capable of working autonomously in a remote setting.

Benefits

• Highly competitive salary and bonus structure.
• Comprehensive health, dental, and vision insurance.
• Fully remote work arrangement with flexible hours.
• Generous opportunities for professional development, certifications, and conference attendance.
• Opportunity to lead and shape a critical support function.
• Collaborative and innovative remote company culture.
• Significant paid time off and holiday allowance.
• Home office stipend to ensure a comfortable and productive workspace.