Support Operations Manager
2 months ago
Job Overview:
Kerridge Commercial Systems is seeking a highly skilled Technical Support Team Lead to join our team. As a key member of our support operations, you will be responsible for ensuring the delivery of exceptional customer service and support to our clients.
Main Responsibilities:
- Lead and manage a team of support analysts to ensure timely and effective resolution of customer issues.
- Develop and implement processes to improve support efficiency and effectiveness.
- Collaborate with internal stakeholders to resolve customer issues and improve processes.
- Monitor support cases and customer feedback to identify areas for improvement.
- Provide training and development opportunities to support staff to enhance their skills and knowledge.
- Work closely with the product development team to identify and implement improvements to our support products.
Requirements:
- Minimum of 2 years of experience in a similar role or 5 years as a senior support analyst.
- Experience of training and leading junior staff, including managing workload and shift rotas.
- Demonstrable interest in IT with a drive to build a successful career.
- Enthusiastic and creative problem-solving skills.
- An analytical and process-oriented mindset.
- The ability to plan, prioritize, and work on several projects at once.
- Strong interpersonal skills, customer empathy, and determination to resolve issues.
- The ability to build relationships with customers and internal stakeholders.
- The ability to quickly learn new applications and technologies and a desire for continuous learning and improvement.
- Flexible and adaptable, with a willingness to work in a fast-paced environment.
What We Offer:
- A competitive salary and benefits package.
- Opportunities for career development and growth.
- A dynamic and supportive work environment.
- Quality training and development opportunities.
About Us:
Kerridge Commercial Systems is a leading provider of business management solutions for distributors, suppliers, resellers, wholesalers, and merchants. Our mission is to design, implement, and support high-performance systems that enable our customers to source effectively, stock efficiently, sell profitably, and service competitively.
Equal Opportunities:
Kerridge Commercial Systems is an equal opportunities employer and is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.
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