STAFFBASE RECRUITMENT LIMITED
Technical Support Team Leader
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Leading Supplier of Bespoke Vehicle Management Systems
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.
Basic salary £40K - £46K Negotiable + Bonus + Benefits
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
- 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 process 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 onboarding training for new customers/users
- Investigate, communicate, and resolve online software faults working with customer and IT teams as required.
- Maintain accurate records of tickets and information on the company CRM System
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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 center or customer service management experience are welcome to apply.
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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
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