Head Of Technical (BESS)

SUMMARY:
Head Of Technical (BESS)

POSITION INFO:

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

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