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Product Support

3 months ago

Scotland, United Kingdom Bright Purple Full time
Product Support - Team Manager - Edinburgh/Hybrid
About us Our client is a fast growing business focused on delivering innovative platforms that enhance the education landscape. They offer unique products that are being adopted at scale. Their product was developed specifically for the education and training markets to enhance teaching and learning.
Benefits As well as offering a competitive salary of up to £45,000 in return for your hard work and dedication, you will be rewarded with a range of amazing benefits which include:
  • A generous holiday allowance.
  • Flexible working options.
  • Fantastic Healthcare and Pension Scheme.
About the Role

  • Lead and manage the 1 st Line Technical Support team, providing support, mentorship, and guidance.

  • Oversee the day-to-day operations of the technical support department, ensuring efficient handling of customer enquiries and technical issues.

  • Work closely with other departments, including sales, operations, and product development, to resolve customer issues and improve product functionality.

  • Monitor key performance metrics, such as response times, resolution rates, and customer satisfaction scores, and take proactive measures to continuously improve performance.

  • Provide regular reports and updates to senior management on technical support operations and customer feedback.


About You As anexperienced Support Team Manager, you will need to bepassionate about innovative technology, be able to lead from the front to expand the team and help the company achieve their growth plans. You will have:

  • Min of 3 years experience in similar role

  • Excellent Customer Service Skills and Customer Success driven.

  • Excellent working knowledge of web-software and internet technologies

  • Ability to work to service level agreements and prioritise workload accordingly

  • Experience of B2B

Desirable

  • Good understanding of video conferencing technology and collaboration software.

  • Experience of using HubSpot Customer Service Tool desirable


Ifyou are a driven and ambitious IT Support Mangerlooking for a new challenge, this could be the perfect role for you. Don't miss out on this exciting opportunity to join a dynamic and forward-thinking company.
Bright Purple is an equal opportunities employer: we are proud to work with clients who share our values of diversity and inclusion in our industry

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