Senior Technical Support Consultant Abuja

1. Process Management

• Ensure that all calls are correctly logged into the system timely.
  

• Ensure that all repairs are sent to the service center the next working day.
  

• Work through the collections report twice a week (Monday & Wednesday) to ensure all units waiting for collection are accounted for.
  

• Ensure that follow-up e-mails are responded to and actioned daily.
  

• Ensure that all units received back from the service center are signed for, immediately updated on the system and placed in a secure, dedicated “Collections” area.
  

• Ensures adherence to all technical processes.
  

2. Customer Service

• Ensures the technical desk delivers the best possible service by exceeding customer expectations.
  

• Implement and ensure adherence to customer solution mechanisms for troubleshooting.
  

• Follow-up customer complaints and resolve or escalate where possible.
  

• Ensure the correct person is in place at the correct time to ensure service levels are optimized.
  

• Conducts follow ups with customers to ensure quality service is being provided.
  

3. Systems Management

• Adhere to all policies and procedures and in-store support systems.
  

• Follow all support processes – special care OBF.
  

• Utilize the job system effectively.
  

4. Theft, Loss and Stock Control

• Stock control of replacement warranty units.
  

• Return of spares to the workshop with correct reporting.
  

• Asset management of technical equipment.
  

• Ensure an asset audit takes place and an up to date asset register is in place and reported monthly.
  

• Control of stock items and assets with focus being on minimizing stock loss.
  

• Adherence to all security measurements within the store relating to customer property and warranty units.
  

5. Training and Development

• Ensure that technical staff meet all training requirements and certifications as per Apple requirements.
  

• Acquire sufficient product knowledge of 3rd party products – ongoing through web research.
  

• Ensure all Technical Staff stay up to date with 3rd party products.
  

• Ensure your own certification is updated in line with Apple requirements.
  

• Ensure that relevant staff receive training on Filemaker and technical processes.
  

6. People Management

• Manage technical support staff in line with their KPA’s and company values and behaviors.
  

• Lead by example.
  

• Responsible to onboard and training all new company's technicians.
  

• Assists technical staff with trouble shooting when required.
  

• Completes staffing roster for the technical desk to ensure productivity levels are maximized.
  

• Contingency plans are in place for technical desk.
  

• Ensure that all support staff are certified as per the latest requirements.
  

• Attend monthly brainstorming and feedback session with the head of technical support.
  

7. Stock Management

• Ensures adherence to all technical processes.
  

8. Operations & Trainings

• Completes all relevant paper work related to technical repairs.
  

• Adheres to all admin policies and processes related to the organization.
  

• Maintain housekeeping standards as per SOP.
  

• Maintain and adhere to all APR branding standards and organization's merchandising standards.
  

• Maintain the technical floor area at required standards as per SOP.
  

• Keep up-to date with all product knowledge and training.
  

Job Requirements

• Minimum qualification – B.Sc. or equivalent.
  

• Minimum of 5 years’ experience.
  

• Proven track record in technical support.
  

• Certified Apple technician - Required to achieve and maintain Apple Product Professional status on the Apple sales training online site.
  

Key Competencies Required

• Technical and professional know how
  

• Disciplined approach to work
  

• Attention to detail
  

• Customer Focus
  

• Passion
  

• Getting things Done
  

• Teamwork
  

• Embracing differences
  

• Integrity
  

• Business awareness, Negotiation
  

• Communication
  

• Persuasiveness
  

• Entrepreneurship & Innovation
  

• Flexibility
  

• Efficiency and Effectiveness
  

• Interpersonal skills