Technical Support Manager

2 months ago

Swindon, Swindon, United Kingdom Rialtas Business Solutions Limited Full time

About the Role:

We are seeking a highly skilled and experienced Customer Support Team Lead to join our team at Rialtas Business Solutions Limited. As a key member of our support team, you will be responsible for leading and prioritizing the workload of our support team, ensuring that customer issues are resolved efficiently and effectively.

Key Responsibilities:

  • Lead and prioritize the support team's workload, ensuring that customer issues are resolved in a timely and efficient manner.
  • Develop and maintain standard support procedures and documentation to ensure the continued development of the support service.
  • Assist in the development of the support function, including the implementation of customer support portals and the compilation and review of support metrics.
  • Provide technical support to customers, including troubleshooting software and hardware problems and guiding clients to resolution.
  • Document and maintain accurate records associated with support.
  • Onboard customers onto our software suite and advise on correct use.
  • Investigate customer data to resolve support issues and identify and escalate where applicable support tickets that are training requirements.
  • Escalate and record software defects and assist with the development and improvement of support processes and documentation.
  • Lead and prioritize the Support team's work load, check tickets, distribute work amongst support team where required.

Requirements:

  • Excellent communication (written and verbal) skills – patient, friendly and logical manner is important.
  • Passionate about delivering exceptional customer service.
  • Computer literate in Microsoft Word, Excel, Microsoft Outlook, good Excel skills required.
  • Willingness to embrace change and proactively seek ways to improve and drive change in our current set up.
  • Ability to work well as an individual and as part of a team.
  • Experience of Software/IT Support Desk.
  • Experience of working in local government or in a software business – desirable.

About Us:

Rialtas Business Solutions Limited is a leading provider of accounting and administrative solutions and services for local councils in England and Wales. We are proud to be part of the Harris Computer family, a provider of mission critical software solutions for the Public Sector, Healthcare, Utilities and Private Sector verticals throughout North America, Europe, Asia, and Australia.

Location:

Our offices are located in Uffcott, Wroughton near Swindon, which are easily accessible from both Junctions 15 and 16 on the M4. This role is primarily office based, with some potential to work remotely. The candidate may need to travel to client sites and to conferences (UK wide) from time to time.

Remuneration:

Salary TBC, depending on experience, 37.5hrs per week.

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