Customer Support Manager - Technical

Recruiter
GridPoint Professional
Location
Rochester, UK
Salary
Competitive
Posted
16 Aug 2019
Closes
02 Sep 2019
Ref
1229178681
Contract Type
Permanent
Hours
Full Time
SOFTWARE SUPPORT MANAGER - CUSTOMER AND PRODUCT FOCUSSED
Tired of being just 'a number' and getting caught in red tape that hinders your ability to shine?
If you are looking for a role where you can make a difference not only to the team but the business as a whole, where you will be encouraged to research and implement ideas that will improve the customer experience then this could be it.
My client, a highly regarded industry leader has an opportunity for a Software Support Manager to join their team.
You'll come from a contact centre type environment where your teams handle calls, live chat and emails in relation to technical issues and general queries. In this Company the teams work hard and there is longevity of service here which is another key attraction of the role.
As part of the senior leadership team you will come with proven experience of collaborating with your peers, building strong effective teams and leaders and have a keen interest and experience in software technology.
This is not a closed-door Management role; you will be very much part of the team and thrive in a bustling and productive work environment - you won't be just number crunching.
Areas of responsibility / tasks:
* Management of 12 team leaders
* Overseeing 50 support staff
* Coaching, motivating and leading by example
* Process improvement that will have a positive impact on the team and the customers alike
* Questioning the effectiveness of KPI's and adjusting as required
* Arranging and leading monthly meetings where performance is reviewed, and knowledge is shared.
* Investigate and recommend system / process changes that will bring greater efficiencies
* Participating in video conference meetings with overseas colleagues to share ideas and successes
* Encourage the team meetings to be held and are useful and have outcomes
* Carry out regular analysis of individual and team performance and use this data to give praise or constructive criticism, to change processes and these results to be shared with the Board.
As this is a customer focussed technical company, you will maintain current knowledge of industry methodologies and be always seeking out new tech that could support the customer experience.
If you have implemented a new software platform previously then this would be beneficial.
In return you will become part of a successful motivated team and will be paid a very competitive salary along with have access to a career path.
Finally - the interview process is a 2-day event which will be held on 28th & 29th August - all expenses paid.
If you are interested to find our more then please send your CV to me, WhatsApp, text or email me directly

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