Job PurposeA Technical Account Management Lead provides high-level support, guidance and mentoring to the Technical Account Management Team members. The Technical Account Manager Lead is also an escalation point, ensuring the customers have a world class support experience and the Team provides high-level support to all customersResponsibility AreaOperational ExcellenceProvide high level technical assistance to the TAM Team for resolution of technical issues reported via FreshdeskUpskill the Technical Account Managers on soft skills, client engagement, business communications and a client-focused approach to providing positive, relevant and accurate supportProvide guidance with escalated support tickets with the intention of training Team Members on how to handle more technical support tickets and/or irate clientsMonitor and report number of tickets and Agent performanceMonitor and report recurring issues that may be resolved differentlyOptimize and maintain Freshdesk functionality and applicationBuild knowledge base and other relevant tools to assist with speedy resolutions of generic issuesDiscover and Improve our Service Offering to ClientsIdentify and implement support process changesPlan capacity in the Technical Account Management Team, making provision for December company closure as well as any other scenarios where the Technical Account Management Team will either be partially/fully unavailableEnsure user numbers across GSuite and ContactOn are in balance to ensure billing by the Finance Team is correct and not delayedIdentify possible up sell opportunities, training opportunities and enhancement opportunities for existing clientsDraft, review and maintain external Support Agreement, support packages based on internal SLA with Sales Team, and SOPsEffective Self Development and ManagementEnsure that personal quality and productivity standards are consistently maintainedPlan and priorities demonstrating abilities to manage competing demandsDemonstrate abilities to anticipate and manage changeDemonstrate flexibility in the balancing of achievement of own objectives with the abilities to understand and respond to organisational needsFunctioning within the company as guided by its cultural foundationEnsure legal compliance by following security measures when dealing with technical issuesNon-Disclosure Agreements to be adhered tooReceive, read, interpret and understand support issues logged via Freshdesk by customersRecord issues in Freshdesk reported telephonically, to ensure an audit trail is maintained and feedback can be provided to the customer from FreshdeskInvestigate and research possible solutions to issues reported and experienced on GSuite and ContactOnProvide clear responses to customers, via Freshdesk or telephonically, on the resolution of issues and whether resolution requires action from them or usWhere issues are reported or resolved telephonically, follow up with an email from Freshdesk for audit purposes and future referenceWhere action is required by the customer, provide clear instruction on how they may achieve thisWhere action is required by us, proceed with the action to resolve issuesWhere training is required whether quoted for or not, ensure that the customer understands what is required to resolve the issueProceed to resolve the issue to the best of your ability and as quickly as possibleLog tickets with Google Support in instances where higher level support is requiredFollow up on logged Google Support cases and keep the customer informed at all timesWork with Google Support in providing the required documentation, screen shots and files in order for them to perform their dutiesResolve all Google Support issues and confirm with the customer that everything is working as expected once resolvedRegister domains on behalf of customers or Edu Team when requiredPerform DNS changes on domains hosted under the company''s dedicated servers with XneeloTreat each interaction as a training opportunity. We teach people how the system works, we don''t do the job for them (unless they opt to pay for Implementation).Where training is required whether quoted for or not, ensure that the customer understands what is required to resolve the issuePerform work required where a customer opts to pay us to do the work, rather than doing it themselvesPlans, manages and reviews the delivery of support services that drive outcomes aligned to client''s IT and business goalsTrain new staff members and Technical Account Management Team on the processes followed in all possible scenariosProvide guidance to ensure that the correct, effective and appropriate responses are sent to customers to resolve technical issues.Mentor new staff members and Technical Account Management Team on the appro priate business etiquette when resolving, responding and investigating technical issuesDraft and maintain SOPs for all processes relevant to the Technical Account Management TeamSigning all related deals in HelloSignMaintain support ticketsQualificationsRequired: Relevant Technical and/or Support Google QualificationBeneficial: Professional Collaboration Engineer QualificationBeneficial: Relevant Management/related qualificationKnowledge required of:Domains SOPTechnical Account Mangement SOPGoogle Support SitePartner Advantage PortalPOPI ActExperienceRequired: At least 2 years experience with G Suite as well as supervising/managing a team is requiredBeneficial:4+ years experience with supervising/managing a team and support desk/contact centre experience will be beneficialFamiliar with programmes/sites as:Required: G SuiteBeneficial: HelloSign, FreshDesk, Xneelo, GSuite Channel Services
