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Technical Customer Support Supervisor – eProcurement SaaS Software

Recruitment Revolution
£40,000 – £45,000 Plus Benefits
Closing date
28 Aug 2021

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Job Details

After more than 25 years of successful operation, we have focused decades of know-how on pioneering flexible proprietary technology with one aim: to help our clients simplify, optimise and energise their Supply Chain. We run and maintain the Scottish Government’s supply chain software service which automates the processing of purchase orders through to the payment of invoices covering £6bn+ per annum of Scottish Government spend. We also provides eProcurement, eInventory, eHealth and eFunding solutions for clients around the world.

Role Info:

Technical Customer Support Supervisor – eProcurement SaaS Software
Glasgow, Scotland with UK travel
£40,000 – £45,000
Plus Benefits
Department: Client Services
Reports to: Implementation and Customer Service Manager
Key Skills: DB, xml and SQL knowledge

Work Hours: 37.5 (9:00 – 17:30 GMT with an hour lunch break)

Who we are:

Almost 30 years ago we established ourselves as a unique cloud-based data-driven eProcurement solution. Since then, we have taken a series of determined steps to grow our offering and we are continuously innovating to meet our clients’ challenges and to make sure we are always one step ahead.

Technical Customer Support Supervisor Role Overview:

+ Supervises and provides technical support to the Customer Support team that respond to requests from customers by phone, e-mail, or chat
+ Manages daily workload to ensure required service volume and quality levels are attained and agreed Service Levels are met by the team

Key Responsibilities:

+ Monitor Help Desk and phones queues daily to ensure progress and quality of content are acceptable based on contracted service request levels
+ Liaise with Customer Support staff and other operational staff as required, to follow up on any tickets prior to a risk of breaching service level agreements
+ Respond to issues escalated by Customer Services staff that require technical analysis, in order to develop and communicate solutions and resolve incidents of a complex or critical nature
+ Facilitate technical activities that may be required to resolve customer reported issues; this includes qualifying and recording defects in the product, escalation of priority defects to management, offering workaround options, and coordinating technical activities (i.e. data change) related to workarounds where available
+ Analysis of suspected product defects for research, replication and recording and to develop and communicate potential work around methods or suggestions to
Customer Service Representatives
+ Provide input to the development team for the repair of defects or new product enhancements, as such work is scheduled and prioritized
+ Train staff in products, and policies and processes established for the department to follow
+ Maintain documentation of processes established for the department
+Identify opportunities for operational improvements and implements solutions
+Maintain a high level and up to date knowledge of products and solutions offered by the company – often requiring self-training and teaching
+ Gather customer requirements, coordinate internal analysis and effort estimations for the delivery of service requests
+ Coordinate the delivery of service requests
+ Carry out tasks in support of service requests and implementation projects
+ Provide inputs, as requested, to statement of work and scope preparation and costing for major change projects managed by the company’s Project Management Office
+Sales support through participation in demonstrations, bid responses, requirements planning, and other technical consultation services
+ Ensure continuity of coverage of support to customers, including performing these activities as needed

About You:

The successful candidate will have:

+ A Higher education degree
+ 3-5 years of experience in the related area as an individual contributor
+ DB, xml and SQL knowledge
+ Thorough knowledge of department processes and business process engineering
+ Excellent written and verbal communication skills
+ Strong administrative, organization and computer skills
+ Ability to prioritize and handle multiple tasks
+ A team orientation
+ Strong presentation skills
+ Willingness to travel
+ Ability to plan and direct activities under limited management supervision

P.S. We think candidates with Data Analyst, QA or DBA experience could be a good fit.

Sounds like a good fit? Apply here for a fast-track path to the Hiring Manager

Application notice… We take your privacy seriously. When you apply, we shall process your details and pass your application to our client for review for this vacancy only. As you might expect you maybe contacted by email, text or telephone. Your data is processed on the basis of our legitimate interests in fulfilling the recruitment process. Please refer to our Data Privacy Policy & Notice on our website for further details.

If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.


We’re Talent Acquisition Specialists that founded change in 2005. Since then we’ve helped over 2500 clients grow, prosper and lead.

# Our Story

Frustrated by poor experiences with traditional agencies, our founders (just two regular candidates), decided that the outdated industry needed modernising and a new balance of power. In 2005, a new kind of agency model was born, putting the client and candidate at the heart of the experience whilst removing the pushy sales, schmooze and high fees.

# What makes us different?

Aside from a sensible fee model, custom technology and a direct unhindered path to candidates we…

…don’t sell candidates and we don’t sell jobs: we facilitate relationships and champion the process of ‘organic hiring’ to help create stronger and longer-lasting engagements.

# Who we work with

With an industry reputation for delivering results we are the go-to talent finders for over 2500 clients. We work with everyone from tech start-ups to global brands who all demand the best service and talent.

From business owners hiring 2 people a year to Internal Recruiting teams hiring 200+ people a year, RR sources talent across all sectors and levels.

# Reputation

Our expertise have also been called upon by some of the leading job boards including the UK’s No1.

Recruitment Revolution is a member of the REC with a 100% compliance pass rate and holds a Feefo 5* Gold Award for Service.

For more information please contact Team RR on 0800 294 3113 or visit

Find Us
Castle Hill House
12 Castle Hill
United Kingdom
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