Our client is a leading supplier of bespoke vehicle management systems to a growing number of fleet operators throughout the UK and Staffbase have been appointed to recruit for the position of Technical Support Team Leader.
The Technical Support Advisor will provide 2nd line technical support for customers both online and over the phone.
The Role:
The Technical Support Team Leader will be responsible for the day to day management of a small technical support team who provide excellent over the phone, online and technical support for customers. Duties will include but is not limited to the following;
You will provide hands-on leadership and supervision of a busy technical and customer support team
Work closely with technical and after-sales teams to ensure all SLA’s and KPI’s are achieved
Effectively processing customer technical queries via phone, email, chat or online.
Raise, process, complete and effectively manage “Tickets” and liaise /escalate to other departments as required.
Deliver remote on-boarding training for new customers /users
Investigate, communicate and resolve online software faults working with customer and IT teams as required.
Maintain accurate record of tickets and information on the company CRM System
Candidate:
Ideally you will have previous experience in a similar technical /IT support position and you will have supervisory and or management experience. Applicants with call centre or customer service management experience welcome to apply.
Applicants with previous experience SaaS based products or fleet management software systems will be advantageous however full training will be given.
You will have strong problem solving skills and have a positive attitude towards your work. Experience with CRM and support tools e.g. HubSpot or similar ticket management systems will be beneficial.
Hours of Work:
Monday to Friday 37.5 hours
Benefits:
Excellent basic salary £40K – £46K Negotiable + Bonus + Benefits 32 days annual leave Pension Free parking Full training and excellent progression opportunity
