SUMMARY:
Job purpose:
Responsible for leading and managing the second line support team, including the maintenance of the company switching applications and terminal applications in a fast-paced environment. Supervises the daily operations of the second line team, ensuring timely and professional communication with customers regarding their issues. Manages incident response and escalation processes for transaction failures. Trains and coaches team members to handle all customer interactions - both inbound and outbound- from the company’s ACS support centre and teams across all communication channels. Provides technical and transactional support to internal and external customers, as well as internal suppliers. Manages support processes, escalations and customer service request updates, and compiles monthly reports. Key responsibilities:
Manage daily operations of the second line team and interactions:
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