Product Support Manager (Software/Hardware)

The Skills You'll Need: Software/Hardware Support, Customer Service, IOT, Energy

Your New Salary: £40k

Location: Central London, 2 days in office per week

Start date: ASAP

Working hours: 37.5 hours per week (9-5.30pm)

Who You'll Be Working for: Innovative carbon reduction energy business.

Product Support Manager (Software/Hardware) - What You'll be Doing Each Day:

You will partner with clients, housing associations, local authorities, energy companies, metering and billing companies, to get best value out of our software. By becoming an expert in how clients use the systems, the role will provide ad hoc technical pre-sales support, oversee integrations with the systems and provide client training. As part of the Support team you will work with the Client Support Executive to reduce the volume of support and provide service desk cover.

Product expert

Become an expert in how our B2B clients utilise our software including how data is extracted from our hardware.

Client user advocate

Improve client engagement and satisfaction with our software to avoid churn by hand holding clients and providing engaging and effective training. Collate client and internal operations team feedback on bugs and new features and be the client advocate in prioritisation discussions with the Product and Engineering teams.

Network hardware connectivity

Consistent connectivity between our client’s properties and our databases via gateways, routers, 4G or ADSL lines is critical to provision of up to date data. This role will provide oversight of these connections whether managed by the business or our clients.

System integrations

Clients can use API to draw data from our system into theirs. In addition the business can ingest data from non-company hardware into our software. This role will be responsible for the client facing aspects of these integrations working closely with the technical engineering team.

Support

Working alongside the Client Support Executive be able to handle all first line support queries and oversee tickets that have been passed to other teams to ensure we deliver against our contractual SLAs. Identify ways to reduce the volume of support through client training, self service articles and technical fixes. Be the client advocate during service interruption incidents. Ensure all support activities are in line with information security policies.

Product Support Manager (Software/Hardware) - The Skills You'll Need to Succeed:

• Technical aptitude and are interested in software and wireless internet of things technology
• A strong client advocate
• A self-starter
• Proactive problem solver focussed on driving through effective solutions including in escalated situations
• Active listener
• Keen attention to detail
• Great written skills
• Confident calling, meeting and training clients and keen to build strong relationships with them
• Thrives in a face paced environment. Agile and can navigate competing priorities.
• Actively manages risk, providing management with suitable visibility
• Always considering how to work smarter
• Ability to collaborate with and deliver through others, including when they are more senior
• Happy to learn from mistakes and ask for help, support and advice
• Support desk experience - first, second or third line
• IOT and wireless technology knowledge
• An understanding of metering/monitoring heat networks or similar utility systems is plus

To view all our Supply Chain jobs please go to www.people-first.co.uk

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We would be grateful if you could send your CV as a Word document. If your application is successful, you will be contacted within 7 days. We regret that due to the high volume of applications we receive we cannot provide feedback on individual CVs. Please note that we can only consider candidates who are eligible to work in the UK and are able to provide relevant supporting documentation.

People First is committed to increasing diversity, and maintaining an inclusive workplace culture. We welcome applications from all qualified candidates regardless of their ethnicity, race, gender, religious beliefs, sexual orientation, age, marital status or whether or not they have a disability.

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