1St Line Tech Support Team Leader

1st line of Technical Support Team Leader needed for a fast-growing business in Tunbridge Wells.

An accountable, driven self-starter who has an aptitude for problem solving and passion for customer service. The ideal candidate will have a strong technical background and possess excellent abilities to effectively lead and support the Technical Support Team.

Key Responsibilities

1. Lead and manage the 1st Line Technical Support team, providing guidance, training, and support as needed.
2. Team absence management.
3. Serve as the primary point of technical escalation for complex customer issues, ensuring timely resolution and customer satisfaction.
4. Monitor call and ticket volumes, prioritise tasks, and allocate resources effectively to meet customer needs.
5. Monitor & manage Key Account tickets to ensure SLAs are being met.
6. Generate reports on technical issues and trends, providing insights to senior management for continuous improvement.
7. Generate weekly Ticket review report for Operations manager.
8. Generate various reports for customers (specific to their needs) regarding tickets.
9. Work closely with the operations team to identify ways of reducing service costs and promoting efficiencies within the support/service team.
10. Collaborate with the Product Group to provide feedback on technical issues identified in the field and participate in product training sessions.
11. Work closely with account management to ensure seamless communication and support for key customers.

Other Responsibilities

1. Provide technical assistance and support to customers via phone, email, and chat channels.
2. Process and complete tickets when required to assist the team with meeting targets/SLAs.
3. Diagnose and troubleshoot technical issues related to our products and IoT devices.
4. Escalate complex issues to 2nd Line for further investigation and resolution.
5. Document customer interactions, including issue details, troubleshooting steps, and resolutions, in our ticketing system.
6. Collaborate with internal teams, including the Product Group and Account Management, to address customer concerns and provide feedback on product performance.
7. Stay up to date on product features, enhancements, and troubleshooting techniques through ongoing training and self-study.
8. Participate in team meetings and training sessions to share knowledge and improve overall support efficiency.

Requirements

1. Proven experience in a technical role, with a strong understanding of IoT devices.
2. Previous experience working in a leadership or management capacity, preferably with a small, close-knit team.
3. Excellent problem-solving skills and the ability to handle complex technical issues with ease.
4. Customer-centric mindset with a strong focus on delivering exceptional service and support.
5. Effective communication skills, both verbal and written, with the ability to interface with customers and internal stakeholders.
6. Ability to work in a fast-paced environment and adapt to changing priorities.
7. Proficient in Microsoft 365 and strong Excel skills.

Perks of the Role

1. Fantastic Salary of £35,000-£38,000 ** Experience dependent.
2. Monday-Friday only 9 am-5 pm.
3. Hybrid working model.
4. Free parking on site.
5. Health Assured Employee Assistance Programme (EAP).
6. Private Medical Insurance.
7. 25 days of holiday plus Bank Holidays.
8. Life Assurance (x4 salary).
9. Pension.

This role offers a genuine career opportunity for progression within the company. If you are a strategic thinker, relationship builder, and results-driven individual please apply with your CV today.