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Technical Support Team Lead

Technical Support Team Lead

Bridging Gap Solutions LtdZambia
17 days ago
Job description

We’re seeking an experienced Technical Support Team Lead to oversee our technical support team and deliver impressive system presentations and demos. The ideal candidate will have a strong technical background in Enterprise Resource Planning (ERP), Risk Management Systems, Payment Systems, Telephony, CRM and Software as a Service (SaaS), leadership experience, and excellent communication skills.

Key Responsibilities :

  • Lead and manage a team of technical support professionals
  • Deliver engaging system presentations and demos to technical and non-technical audiences
  • Provide technical expertise and guidance to the team on ERP, Risk Management Systems, Payment Systems, Telephony, CRM and SaaS
  • Develop and implement technical support processes and procedures
  • Collaborate with cross-functional teams to resolve complex technical issues
  • Provide 2nd line support to clients both internal and external
  • Track support issues and analyse them from an incidence, problem and change management perspective
  • Provide period reports to management and advise on areas of customer concern

Requirements :

  • Degree in Computer Science, Information Technology, or related field
  • Certification in ITIL will be an added advantage
  • Minimum 4-7 years of experience in technical support, software development, or a related field, with experience in ERP, Risk Management Systems, Payment Systems, Telephony, CRM and SaaS
  • Proven leadership experience and ability to manage complex projects
  • Excellent presentation, demonstration, and interpersonal skills
  • Familiarity with industry trends, best practices, and standards

    • Nice to Have :

  • Experience with specific ERP systems (e.g., SAP, Oracle)
  • Knowledge of risk management frameworks and payment system regulations
  • Experience with cloud-based technologies and SaaS platforms

    • What We Offer :

  • Competitive salary and benefits package
  • Opportunities for professional growth and development
  • Collaborative and dynamic work environment
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    Technical • Zambia