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.
Technical Customer Support Supervisor (2nd Line) – Leading eProcurement SaaS Software
Glasgow, Scotland / Hybrid Working with UK travel
£40,000 – £45,000
Department: Client Services
Reports to: Implementation and Customer Service Manager
Key Skills: DB, XML, SQL knowledge, Problem Solving
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:
As Technical Customer Support Supervisor you will supervise and provide 2nd line technical support to the Customer Support team that respond to requests from customers by phone, e-mail, or chat. You will be tasked with managing daily workloads to ensure required service volume and quality levels are attained and agreed Service Levels are met by the team
+ 3-5 years of experience in the related area as an individual contributor
+ Ideally a Higher education degree
+ 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.
Your Experience / Background / Previous Roles May Include:
SaaS Support, Tech Support, Database Support, Software Support, 2nd line support, Technical Client Success
If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.