Technical Support Lead

3 weeks ago

London, United Kingdom Access Computer Consulting plc Full time

Technical Support Lead - London - £50k-£60k - Perm

We are currently recruiting for a Technical Support lead for our analytics client based in London. Their SaaS platform is being used to great things helping to solve some complex energy challenges.

This role sits in the Delivery and Customer Success Team where you will help deal with and solve some of their customers biggest issues, improving services and systems and making suggestions to improve the Platform.

You'll work on our wide variety of projects, from short-term proofs-of-value projects through to enterprise deployment. ?You will work closely with Delivery Managers, who are responsible for customer project delivery, and Product teams, who make up the technicalbackbone and support for all product offerings.

**Responsibilities**:

- Manage and coach the team of Customer Success Engineers, co-ordinating planned work.
- Ensure On Call rotas and working patterns are co-ordinated to ensure support during required hours.
- Daily tracking, prioritization and management of tickets, to ensure that customer and partner queries impacting service are addressed to the highest possible quality level and within SLA targets. These include live incidents, queries, product enhancements& service requests.
- Working with internal teams, partners and customers to support onboarding of new customer assets into the platform by configuring the software appropriately.
- Working with the Data Science team to ensure availability and pre-processing of data.
- Escalate issues to specialists in Product & Engineering team where necessary.
- Daily proactive monitoring and responding to incidents identified by internal system alerts.
- Participating in the on-call support team rota (09h00-17h00 BST on weekends and bank holidays).
- Provide clear and responsive communications to customers.
- Analyse trends in incidents and seek to ensure root causes are addressed by suggesting improvements.
- Produce service & support reporting as required to ensure service status is transparent.
- Ensure support risks and issues are identified, communicated and managed effectively.
- Contribute to improvements in ways of working to optimise delivery to customer outcomes.
- Support co-ordination of planned outages ensuring these are recorded on systems & communicated to impacted stakeholders.
- Ensure that support requests with a commercial implication are reviewed with the appropriate Account Manager.

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