Turnkey Africa Kenya LTD
About this company
Turnkey Africa Kenya Limited is a leading provider of Software solutions to the Insurance industry. We are experiencing rapid growth and are adding several new members to our global Customer Support organization.
Job description
Turnkey Africa is seeking an experienced technical support manager to grow its global Customer Support organization. As a TurnQuest support manager you'll enjoy the diverse challenges, clients, work environments and schedules that come with delivering TurnQuest support to our clients. Experience in supporting complex ERP Software is a key requirement for this role as is the ability to manage multiple stake-holders at a senior level within an enterprise.
Key Responsibilities:
- Manage
the successful delivery of software support services to our clients
and company support SLA's.
- Identify
potential service level problems before they occur and implement or
communicate solutions.
- Review
workload and analyze staffing requirements, make recommendations
regarding employment, promotions, salary adjustment, and
termination. Perform employee counseling and evaluate work
performance.
- Enforce
departmental operating procedures, applicable security procedures
and support/practice needs to insure that the quality of service
provided meets customer expectations.
- Participate
in the support, software quality assurance, software development and
software implementation processes that improve efficiency and
enhance productivity
- Responsible
for meeting timelines and deliverables associated with the support
organization.
- Reviews
status reports prepared by support personnel and modify schedules
and plans as required.
- Establish
standards and procedures for support reporting and documentation.
- Stay
abreast of emerging technologies and practices to ensure that the
support team is working with the best practices/tools, architecture
designs and processes.
This position requires excellent organizational, writing, and communications skills, as well as the ability to acquire willing support from cross-functional organizations both within Turnkey Africa and their partners. This position will require travel as needed, to meet with business leaders and users and drive the successful implementation of projects.
- Keep
track of multiple accounts. You're going to have a lot of customers,
so you'll have to set goals and execute them
- Be
a quick learner. The TurnQuest platform is a comprehensive software
solution and we want you to start working with clients as soon as
possible
- Prior
Business Process and configuration experience with configurable
software such as Peoplesoft, Siebel, or SAP web architected
solutions
- Be
a self-starter. Our office can be fast-paced and you'll be expected
to keep up!
- Communicate
incredibly clearly. You'll have to explain technical ideas to
people. Some people quickly understand them, others don’t.
- Software
training expertise and IT understanding is a huge plus
- Understand
General/Life Insurance and its core concepts, problems, and
solutions. Our customers are insurers; the more you can help them
out, the better
- Minimum
2 years as a Customer Care Manager, Customer Support Manager,
Customer Service Manager, Operations Manager, Call Center Manager,
Technical Support
- Experience
within software industry to the extent of understanding the software
development lifecycle
- Ability
to interface with Senior and Executive Leadership
- Customer
service background preferred. We pride and distinguish ourselves in
the support provided by our company
- B.A.
/B.S. degree is preferred. A strong, relevant professional
background is highly valued
- Keep
track of multiple accounts. You're going to have a lot of customers,
so you'll have to set goals and execute them.
Apply online via http://careers.n-soko.com/jobs/technical-support-manager-nairobi-nairobi-area-61938100-d
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