Customer Service Team Leader

Primary Responsibilities

1. Support users telephonically (Web Application Support)
2. User contact and communication (telephonic and digital)
3. Create reports in SQL
4. Monitor all team members and provide necessary advice and guidance.
5. Coach all team members and motivate them to produce desired results.
6. Organize regular trainings sessions to teach team members new techniques and methods.
7. Write and forward regular reports to the management.
8. Perform regular appraisal of team member’s performance and devise strategies to help with improvement.
9. Ability to effectively handle stress, pressures, and challenges.

Level One Support

1. Answering of the helpdesk escalations.
2. Development of SQL queries that support the support process.
3. Work alongside other departments to achieve company goals and visions.
4. Creating proper documentation.
5. Meeting support SLA.

Database Querying

The Team Leader will need to use TSQL to query the many databases that we operate in order to solve some problems. This is an essential skill. Problems can range from reports not balancing, users entering incorrect parameters to development bugs.

Training

The Team Leader may be required to provide systems training to some user groups on and ad-hoc basis. This may require some travel to locations within South Africa. 

Skills Required

1. Technical (Required)
   1. Bachelor’s degree in computer science, software engineering, or a related field
   2. Basic T-SQL Querying (1-2 years)
   3. Basic understanding of web applications.
   4. Experience using SQL to update and retrieve data
   5. SQL Reporting Services
   6. SQL Integration Services
   7. Ticketing System