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Technical Support Service Lead

2 months ago

Coventry, Coventry, United Kingdom FireAngel Safety Technology Full time

Job Summary

FireAngel Safety Technology is seeking a highly skilled Technical Support Service Lead to join our team. As a Technical Support Service Lead, you will be responsible for leading the second line Technical Support solution for FireAngel and escalating to third line external support when required.

Key Responsibilities

  • Lead the second line Technical Support solution for FireAngel and escalate to third line external support when required.
  • Use a variety of troubleshooting techniques to ensure the customer receives a first-time fix/solution while also helping the customer to be empowered to navigate, troubleshoot, and install products themselves moving forward.
  • Respond to customer inquiries in a professional and courteous manner.
  • Collaborate with other areas of the business to assist in ensuring our customers receive the best customer experience possible.

Requirements

  • Proven experience in a technical support role.
  • Strong technical aptitude and troubleshooting skills, with proficiency in diagnosing hardware, software, and network issues.
  • Customer-centric mindset with a passion for delivering exceptional service and support.
  • Familiarity with help desk software, CRM systems, and remote support tools.
  • 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.

Personal Qualities

  • A clear and effective communicator.
  • Charismatic with a sense of fun.
  • Desire to succeed and deliver exceptional output.
  • People-driven and results-oriented.
  • Confident with a strong self-belief and a positive attitude.
  • Problem-solver who takes ownership and will chase down problems to resolution.