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
* Lead and manage the 1st Line Technical Support team, providing guidance, training, support and team absence management as needed.
* Serve as the primary point of technical escalation for complex customer issues, ensuring timely resolution and customer satisfaction. Escalating complex issues to 2nd Line for further investigation and resolution.
* Monitor call and ticket volumes, prioritise tasks, and allocate resources effectively to meet customer needs and ensure SLAs are being met.
* Generate reports on technical issues and trends, providing insights to senior management for continuous improvement.
* Generate various reports for customers (specific to their needs) and the Operations Manager regarding tickets.
* Work closely with the operations team to identify ways of reducing service costs and promoting efficiencies within the support / service team.
* Collaborate with the Product Group to provide feedback on technical issues identified in the field and participate in product training sessions.
* Work closely with account management to ensure seamless communication and supp...