Head Of Technical (BESS) - - Cape Town City Centre

Responsibilities:

Technical Support in all aspects, Low Voltage Tech team, High Voltage team, Offsite team etc.
Freshdesk ticketing system always kept up to date.
Reports on Freshdesk ticketing system to Division Head.
Weekly and Monthly Reports on each agents Current tickets.
Ensuring ticket system is kept up to date by respective agents with constant updates to tickets i.e. daily notes added, and updates made where contact was made.
Answering of WhatsApp/phone calls on priority line immediately where possible and where not within the same day, nothing left behind.
Ensuring all Emails are responded to the same day, Emails to be managed and filed correctly and Jason CC in every mail.
Answering of Calls till 8pm daily Monday Sunday.
Ensuring all agents technical knowledge is always correct and pertinent. (Ongoing training and insight)
Assisting Agents in team with difficult queries.
Assisting Service Manager in Service department where needed and when needed, that department flows after ours so a good process flow needs to stay intact.
Assisting all other departments who might require your technical assistance or input.
Discussing and Decision making on any new processes and new methods to streamline work with other HOD.
Ensuring all reports and admin is always up to date.
Reports to Division Head on Staff performance, problematic areas etc so that, if need be, they can be addressed.
Overseeing all callouts and or call out responsibilities and timelines/schedules
Escalations of irate difficult or problematic clients to find a healthy resolution and resolve
Overseeing of HIGH VOLTAGE control room and operating standards.
Ensuring all HV clients get immediately sorted out or within given SLA