Location:Centurion
Salary Market: Market related Cost to Company
Company Overview:
Lightstone Auto is an intelligent solutions company with strong, automotiveindustry-specific expertise and core capabilities in Dealer F&I systems, marketperformance and forecasting analytics and data management.
We specialize in delivering integrated, online knowledge solutions, batch andreal-time data quality solutions, and a broad range of dealership focusedanalytical products to a range of automotive manufacturers, dealerships,government and financial services clients.
We hire exceptional people and provide them with the environment where theycan excel. Our non-corporate culture encourages flexibility, collaboration andinnovation.
Role overview
To provide and maintain ongoing support to all users (Internally and externally) as well as doing ongoing bug investigations and problem solving.Telephone and email (CRM) support to all dealers/clients.Assist with installations using Remote access systems. Leading a team oftechnical client service representatives. Maintaining and improving SupportCentre operations by monitoring system performance and clearly understandingseverity levels. Managing the Technical Support staff’s annual, study leave andshift schedules. Arranging regular skills development and product knowledgetraining sessions.
Qualifications/Requirements
- Matric
- IT Diploma, degree or role-related certificates
- A+ Certification (would be advantageous)
Experience/Technical Skills:
- Intermediate computer skills
- Minimum 2 years technical support agent experience (Solution training willbe provided)
- Previous Team Lead role experience
- Intermediary XML knowledge
- Microsoft Windows 7 / 8 / 10
- Proficient is Microsoft Systems
Non-technical skills:
- Excellent phone and email etiquette
- Ability to communicate fluently in English and Afrikaans (Advantageous)
- Great people skills
- Patience
- Brand Ambassadorship
- Honesty
- Positivity
- Attentive to detail and passionate about problem solving.
- Ability to accurately estimate work required tasks, prioritise work and deliverbefore deadlines.
- Able to think creatively outside the box.
- Ability to work with others in a Team.
- Excited about learning.
- Encourage respectful, empathetic, humble, hard-working, honest,supportive, peaceful environment.
- Lead, inspire and co-ordinate the Support Team
- Lead an effective resource planning team, ensuring that resource is fullyutilised and any contact demand is effectively covered
- Apply best practice, develop continuous improvement plans and makerecommendations based upon the employee and customer insights
- Develop plans and offer insight and knowledge to the organisation on theuse of new tools and technologies, to create a cost-effective operationconsistently achieving contact handling SLAs.
- Act as the Voice of the Customer, championing change and improvementsacross the customer experience, drive change and influence futurechange/projects to support and achieve improvements in the customerexperience.
- Enhance the quality of customer interactions, ensuring quality assurance,compliance, regulatory and legal obligations are met across all interactions.
- Manage day to day performance in Support Centre to deliver a best in classservice level, meeting or exceeding all Support applied Business Objectives
- Be excited about learning, pushing technical limits and finding new, creativesolutions
- Liaise with Business Managers or Stake holders when required
- Client centric approach when consulting to internal and externalstakeholders
- Communicate with confidence, clarity and credibility
- Attentive to detail at all times
- Ability to work well in a team as an independently
- Ability to accurately estimate work required on tasks, prioritise, innovativeand flexible, with a key focus on delivery
- Professional individual with good communication skills
- Logical thinking and proactive problem-solving
- Open for knowledge sharing and updates
