Technical Support Team Leader

Closing date
7 May 2021

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Technology & New Media
Contract Type

Job Details

Job Role: Technical Support Team Leader

Location: Coleshill, Birmingham B46

Salary: Negotiable Dependant on Experience

Benefits: 25 days holiday, Pension, life Assurance

Trakm8 holdings group PLC is a market leader in the fast growing vehicle telematics market sector. Based in Coleshill and other UK locations but with a global marketplace Trakm8 is well placed to take advantage of current market opportunities. Increased fuel costs, reduction in operating costs and numerous employment laws such as Duty of Care are all driving increased interest in our products and services. As such we now have an opening for an experienced Team Leader to join our Established Technical Support team here at our Head office in Coleshill.

Main Responsibilities of the role:
  • The role of the Technical Support Team Leader is to Lead & Motivate the team on a daily basis
  • Daily management of the Technical Support Advisors and their workload
  • Focus the Technical Support Team on providing best in class service to all customers
  • Provide Technical Support and general assistance to Technical Support staff
  • Promote the importance of deadlines & ownership
  • Ensure that the Technical Support department meets or exceeds the requirements of their SLA's
  • Provide daily, weekly and monthly KPI reports
  • Provide hands on coaching and training, supplying feedback and team member evaluation to individuals and management
  • Oversee the smooth running of the day to day work ensuring strong time management and organisational skills are employed across the team
  • 121 Coaching of all advisors on a weekly and monthly basis
  • Ensure the correct steps are taken to progress individual strengths
  • Schedule weekly call calibration sessions and provide feedback
  • Update Standard Operating Procedures and Work Instructions for the department on a yearly basis
  • Delegate work within the team and when staff are out of the business
  • Creating and amending team processes to maximise productivity
  • Documenting and maintaining knowledge and training articles
  • Attend internal and stakeholder meetings
  • Manage and resolve customer complaints until customer satisfaction

  • A degree in Science, Tech, Engineering , Mathematics (STEM) or equivalent would be desirable but is not essential
  • Technically minded with previous experience of investigation of issues raised in hardware and software solutions
  • Excellent written and verbal communication skills
  • Accuracy and attention to detail
  • Excellent organisational skills
  • Excellent computer and keyboard skills
  • An ability to work under pressure and to deadlines
  • Proactivity and initiative

This role requires screening in the below areas:
  • 2 years of satisfactory Employment/Education References
  • Experian Credit Check
  • Experian DBS Check

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