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Technical Support Lead

2 months ago

Coventry, Coventry, United Kingdom FireAngel Safety Technology Full time
Job Title: Technical Support Lead

FireAngel Safety Technology is seeking a skilled Technical Support Lead to join our team. As a Technical Support Lead, you will be responsible for leading our internal technical support initiative, providing exceptional customer service, and escalating technical issues to external support teams when necessary.

Key Responsibilities:

  • Lead the second-line technical support solution for FireAngel, ensuring timely and effective resolution of customer issues.
  • Utilize various troubleshooting techniques to empower customers to navigate, troubleshoot, and install products independently.
  • Respond to customer inquiries via phone, email, or chat in a professional and courteous manner.
  • Collaborate with other business areas to ensure customers receive the best possible experience.

Requirements:

  • Proven experience in a technical support role, with a strong technical aptitude and troubleshooting skills.
  • Customer-centric mindset with a passion for delivering exceptional service and support.
  • Familiarity with help desk software, CRM systems, and remote support tools.
  • Ability to stay updated on industry trends, best practices, and advancements in technology relevant to training and technical support.

Desired Qualifications:

  • Electronics or electrical components experience.
  • Previous experience of testing and inspecting electrical equipment.
  • A willingness to roll-up sleeves, be flexible, and take responsibility.

About FireAngel Safety Technology:

  • We are a British technology company dedicated to protecting and saving lives through innovative home safety products.
  • We are committed to simplicity, integrity, and customer excellence.
  • We offer a competitive salary and benefits package, including health insurance and salary protection.