Mission Statement for the Role: 

Lead a dynamic team of technicians dedicated to providing exceptional Level 2 support and solutions to poa! customers, with a relentless commitment to excellence

Overall Responsibility:

To ensure the smooth and efficient operation of the Technical Support team by resolving technical issues promptly & delivering excellent customer service

People:

Technical Support Technicians

Key SMART Results for A-Player Success

• Reduced average response time by 10% through continuous process enhancement, team development efforts, and fostering effective collaboration with other support teams -End of Q4 2025.
• Identified troubleshooting gaps & implemented regular training sessions and performance reviews to develop staff knowledge and skills, with the aim of achieving set SLAs -End of Q4 2025.
• Provide internal training, along with the technical operations manager and quality manager, to introduce, implement, and maintain effective and efficient processes that support the customer incident and problem management processes – End of Q4 2025.
• Ensured that ticket queues are managed effectively by achieving a first-call resolution rate of at least 80% – End of Q4 2025.
• Drive service improvements and provide best practice incident management of issues impacting our customer base through resolution, including escalation within the business & communication to stakeholders – End of Q4 2025.
• Ensure comprehensive technical integration support for the Field Services team, addressing 99% of all requests within SLA – End of Q4 2025.
• Providing effortless customer experience by proactively recommending changes to product information, alternatives, and solutions – End of Q4 2025.
• Proactively provided technical insights and recommendations whilst ensuring effortless decision-making by offering tailored information, alternatives, and solutions – End of Q4, 2025.

Level of Management Experience Required (Mandatory & Nice to Have)

2 years in a team lead or leadership role and 4 years in wireless installation/related fields.

Department stage of development where this role sits

Scaling

Key Competencies (H, M, L)

• Have knowledge of routing and switching protocols, IT systems, and radio frequency -H
• At least 4 years experience in wireless installation or a related field -H
• Great interpersonal, verbal and written communication, and conflict resolution skills -H
• Customer focused with strong analytical, troubleshooting, and problem-solving skills – H
• Has experience working within a fast-paced, high-pressure L2 support environment in the telecommunications sector for at least 2 years – H
• Problem-solving abilities to troubleshoot complex issues and provide guidance to technical support technicians – H
• Experience in a leadership role for at least 2 years – H

Mandatory Criteria if Any, with no exceptions to hire

• Must have worked in a business-to-consumer (B2C) technical support team in the telecommunications sector.
• Must have 2 years progressive experience in a team lead or similar leadership position.
• Must have at least 4 years experience in wireless installations or related fields.