Job Description

Applications are invited from suitably qualified candidates for the above vacant position. Webdev (Pvt) Ltd is Zimbabwe’s leading web & e-mail hosting, online marketing, e-commerce, online payments and web development company, a multi-award-winning company and also a market leader. Webdev is an employer of equal opportunity and offers a competitive salary and benefits.

Duties and Responsibilities

Key Responsibilities
Drafts annual Customer Experience plan and termly Objectives Key Results (OKRs) for review and approval by the Infrastructure Lead
Executes and manages the OKRs to achieve the set objectives and key results of the SME Support department
Develops and recommends a customer support calendar for optimal customer support times for approval by Lead
Creates and monitors individual support officers work weekly schedules
Drafts and updates SOPs for SME Support Department
Monitors and manages all client queries are responding to within the specified time frame
Monitors and manages that all client queries are resolved within the specified time frame
Monitors that support officers are opening and updating support tickets in the system
Monitors that support officers are referring to the knowledge database for query resolution. If a common solution is unavailable in the knowledge database, proceed to add it.
Monitors and escalates system challenges or client issues with all the relevant information to the relevant staff member.
Monitors and recommends cross-selling and upselling Webdev products that are relevant to inbound client queries.
Monitors and checks for any further requirements, support rating encouragement and invitation to contact again as needed, at the end of ticket resolution.
Monitors and resolves billing requests to fix activated, suspended or terminated technical issues, where WHMCS does not automate them.
Resolves or assigns staff hardware setup & maintenance, Wifi, VOIP
Monitors and manages the recording of new clients or services as per onboarding SOP
Monitors and manages customer onboarding with setting up and configuring hosting accounts, domains, and email, providing guidance on best practices for website management and optimisation, and educating customers on new features and services.
Assigns and monitors quarterly inspection of staff hardware and software
Develops and implements an after-sales service plan for customers to manage and monitor service quality.
Monitors, maintains and resolves VPS and CPanel shared server operations tasks, including uptime, performance, technical issues, email flow, module activation, upgrades and customer backups.
Identifies and addresses SME hosting client vulnerabilities and security issues.

Qualifications and Experience

Qualifications & Experience
At least 5 years of experience in technical support
Proven track record of successfully managing a technical support team and resolving complex issues 2 to 4 years

Technical Knowledge:
In-depth understanding of web hosting technologies, including cPanel, DNS, FTP, and SSL.
Familiarity with server operating systems (Linux and Windows) and networking concepts.
Knowledge of scripting languages (e.g., PHP, Bash) and content management systems (e.g., WordPress).
Skills:
Strong leadership and team management skills.
Excellent problem-solving and analytical skills.
Effective communication and interpersonal skills.
Abilities:
Ability to manage multiple tasks and prioritize effectively.
Ability to handle complex technical issues and provide clear guidance.
Strong attention to detail and commitment to customer satisfaction.