From the day we opened our doors in 1971, MRI Software has built flexible, game-changing real estate software solutions to improve peoples lives. The only way to carry out that mission is to hire the absolute best employees on earth. People like you.Work hard, play hard. Always. Our relentless commitment to client success, our employee resource groups and our promise to empower our teams to reach their full potential are a few examples of what makes MRI Software special.And were insanely dedicated to creating a work environment that you look forward to every single day. Thats why we invest heavily in our employee engagement, so you enjoy the tech industrys best perks. Together with the whole Pride, (lion roar for "family") employees, customers, and partners, were on a mission to break new ground and lead the real estate industry into a digital-first future.We understand the need to provide a flexible working environment partnered with team collaboration and socialisation. Therefore, we operate a hybrid working model with 3 days of working from home per week. This role is based in the Cape Town office.Please note, the successful candidate will be required to work UK hours, and therefore will be able to take leave on UK public holidays in place of recognised South African public holidays.We are currently looking to recruit a talented Application Support Team Leader who can manage and motivate the team, has a passion and desire for customer service and excels in their role.This role involves the day-to-day management of a technical application support team. As team Leader you will be responsible for ensuring the team performs to the highest levels and SLA commitments are met with exceptional customer service. You will need to have strong communication skills, both written and verbal, and the ability to take ownership of incidents, whilst ensuring issues are being prioritized and resolved effectively. This role will be a player Manager role where you will be expected to work on client tickets as well as leading the team.Key accountabilities include:xc2xb7 Managing day to day support services ensuring that all customer issues are prioritised, triaged and resolved as effectively as possiblexc2xb7 Working to business objectivesxc2xb7 Ability to Lead and develop staff, ensuring high standards are consistently preserved, recognising strengths and weaknesses and acting on them. Mentoring and coaching staff is critical to the role as is maintaining high moralexc2xb7 Point of contact for team and escalationsxc2xb7 Ensuring Customer Satisfaction targets are exceededxc2xb7 Ensuring training plans are clear and output drivenxc2xb7 Ensuring all SLAs are adhered toYou will be able to:xc2xb7 Demonstrate excellent customer service skillsxc2xb7 Effectively manage a team whilst maintaining positive working relationshipsxc2xb7 Show flexibility in the role and lead teams at different sitesxc2xb7 Develop effective working relationships with the clientxc2xb7 Demonstrate strong written and verbal communication skillsxc2xb7 Ensure knowledge Management is improvedxc2xb7 Understand and articulate the companys goals and strategies to the teamExperience and Technical Knowledge
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