A popular ISP with Head Office in Lekki Phase 1, Lagos is in urgent need of a Support Supervisor to fill the vacant position.
Job Description – Support Supervisor
Duties and Responsibilities:
1. Improve case resolution times.
2. Backlog tickets reviews and take corrective actions with the support team if needed.
3. Follow up the progress on escalated cases.
4. Ensure proper follow up and closure of all pending tickets by the support team members.
5. Evaluate team member’s performance.
6. Intense follow up on VIP customer’s cases.
7. Assist in creation of customer support polices & procedures.
8. Follow up on unresolved cases.
9. Motivating staff through individual coaching sessions.
10. Provide documentation for procedures & technical aspects.

Personal Responsibilities:
1- Report to the support manager.
2- Should maintain a high level of personal responsibility in order to be an example to his Team.
3- Abide and apply the rules and regulations of the department and the company as a whole.
4- Responsible for achieving targets provided by the management.

Technical Skills:
1- Having good technical background
2- Having excellent approach in escalating tickets to other departments.
3- Hands on experience on radio links, routers, firewalls…

General Skills:
1. Interpersonal relationship.
2. Maintain a good communication and interaction with his team members & managers.
3. Self-learner and capable to adopt quickly.
4. Communications skills, both verbal and written.

Academic / Education Qualifications:
BSC (or equivalent) in Computer Science, MIS, Telecom/computer Engineering or Relevant Education
Experience:
Having previous experience in supervising support team/s.
Having previous technical experience in ISP environment.
Language Qualifications:
Good verbal and writing skills in English are mandatory.
All CVs should be sent to: recruit@cobranet.org within 2weeks from the date of this advert.
Only shortlisted candidates will be contacted.

Applied