Vacancy: Technical Support Lead  

Job Purpose:
To enhance customer experience, streamline support processes, manage learning systems, and assist with compliance—while guiding the support team to meet performance goals.

Requirements

Education:
• National Senior Certificate
• Relevant Degree or Diploma

Experience:
• 5 years in a similar role

Core Experience Areas:
• Customer support and call centre environments
• Live chat and ticketing systems (e.g. Freshdesk, Zoho Desk)
• Technical troubleshooting
• SOP and knowledge base development
• Learning Management Systems (LMS)
• Process improvement and team management
• Basic compliance support

Skills:
• Strong written and verbal communication
• Excellent problem-solving ability
• High digital literacy (Google Workspace, Zoho, AWS Quicksight)
• Organised, proactive, and detail-oriented

Other:
• Proficient in English (Afrikaans beneficial)
• Own transport and valid licence preferred

Key Performance Areas

Client Support – 40%
• Deliver prompt and effective support via phone, email, and chat
• Resolve and escalate issues efficiently
• Maintain a smooth, customer-focused experience

Team Support – 30%
• Equip the team with resources and training
• Monitor and support performance
• Keep SOPs and responses up to date
• Gatekeep support issues before escalating to devs

LMS Development – 20%
• Create and manage online learning content
• Ensure training materials are up to date and relevant

Compliance Assistance – 10%
• Support policy implementation and documentation
• Assist with ISO-related tasks and evidence collection

Remuneration:
Market-related