Technical Support Manager

'Recruiting for your future success.’

Our client are growing! As a people-driven technology company, our client proudly drive innovation, practice resiliency, demonstrate leadership, go the extra mile for our customers and empower our people to be their best.

Technical Support Manager

Up to £60k per annum | Colchester | Mon-Fri 8:30-5 (hybrid working) | Excellent Holiday Allowance/Company Share Scheme/Life Insurance/Pension/Company Events/Great Company Culture | International Technical Support | Managing IT Support desk | Hardware | Software | Firmware |

You will be responsible for providing first point of contact support to our client’s customers. You believe in a customer focused company and want to help build a team that provides world-class support. With your "Go the extra mile" approach, you lead your team to resolve customer concerns proactively and efficiently.

Innovation is part of your DNA and drives you to find solutions to everyday challenges. You believe in high quality results and demonstrate a ferocious curiosity for technology. You are resilient and don’t shy away from new or changing priorities. Your technical aptitude and logical approach set an example to resolve and eliminate problems.

You demonstrate leadership with your collaborative, results oriented attitude and desire to deliver exceptional quality products and services for our client. You foster a collaborative and empowered environment while coaching your team to success.

Duties (include but are not limited to):

• Lead, manage and develop a team of technical support analysts to a high level of service excellence.
• Provide coaching and mentoring to your team to support their personal growth and development.
• Collaborate with your peers to provide world class service to a global customer base, 24X7.
• Meet service level targets for case management and call handling.
• In collaboration with the customer care managers, oversee the management of contact centre solution to develop and maximize its potential for global call handling.
• Provides guidance to customers, internally and externally, regarding technical support procedures and practices.
• Prepares comprehensive support plans for key customers.
• Support handling practices to ensure that calls are directed and recorded according to standards.
• Monitor work schedules to ensure they meet customer service demands recommending adjustments as required and proactively planning for growth.
• Leverage key performance indicators (KPI’s) to improve the overall operational strategy within the Customer Care team; develop action plans to enhance individual and team performance to ensure service levels are met.
• Respond to escalated customer requests from your team and internal departments.
• Proactively advise internal teams regarding SLA status and customer feedback with recommendations for how to improve product or process.
• Develop and ensure that department procedures are properly documented and regularly reviewed for accuracy and improvement opportunities.
• Keep the team up to date on new products and service impacting information to accurately respond to customer inquiries.
• Contributes to the development of accurate and relevant analytics reports.
• Collaborate with the senior technical support teams to identify best practices for Blackline for technical troubleshooting and problem resolution.
• Collaborate with the Customer Care management team for overall department alignment and success.

Person Specification:

• Technical Diploma or Degree from a recognized institution.
• 5-7 years’ experience managing a technical support/help desk environment. International or global multi-language experience is considered an asset.
• Experience developing or administering call centre telephone and ticket management systems.
• Strong technical aptitude and logical problem-solving skills.
• Process oriented while remaining flexible and adaptable.
• Technical knowledge base experience.
• Ability to translate data into actionable initiatives.
• Ability to energize and drive a group to high standards.
• Proven track record successfully leading a large team in a technical service environment.
• Clear, professional English communication, both written and verbal.
• Additional Languages are considered an asset.
• Strong interpersonal skills and ability to form strong relationships.
• The ability to achieve results in a fast-paced and growing business.
• Skills and principals of project management.
• Demonstrated experience in process development and continuous improvement.
• Knowledge of RMA (Return Merchandise Authorization) processes.
• You are serious about results while creating a positive, professional and enjoyable workplace.
• A team player who offers solutions and ideas to continually improve the department and business.
• You want to be part of a growing company and are committed to supporting the vision and values of our client.

DBS / Criminal Records Check undertaken by client: YES

PLEASE NOTE WE RECEIVE A LARGE NUMBER OF APPLICATIONS PER VACANCY AND UNFORTUNATELY CANNOT RESPOND TO ALL APPLICANTS. THEREFORE, IF YOU HAVE NOT HEARD FROM US WITHIN A MONTH FROM APPLICATION DATE, IT IS LIKELY THAT YOU HAVE BEEN UNSUCCESSFUL.

If you have been successful, we will contact you by the phone and begin taking you through our step by step recruitment process, doing our upmost to ensure the role is right for you, ascertaining your suitability in the process. This process will all be explained on initial contact.