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Customer Support Helpdesk Team Lead

2 months ago

Gaydon, Warwickshire, United Kingdom MSX International Full time

Customer Support Helpdesk Team Lead

MSX International is seeking a skilled Customer Support Helpdesk Team Lead to join our team at Jaguar Land Rover in Gaydon. As a key member of our team, you will be responsible for providing technical assistance to customers via phone, chat, or email.

The Role

In this role, you will be the primary point of contact for customers seeking technical assistance. You will work closely with the project manager to ensure that all customer issues are resolved efficiently and effectively.

Key Responsibilities

  • Provide technical assistance to customers via phone, chat, or email
  • Manage schedules and annual leave for the team
  • Creation and distribution of reports to stakeholders
  • Coach and mentor team members to improve their skillset and identify areas for improvement
  • Oversee global markets, including the UK and the USA
  • Provide answers to clients by identifying problems, researching answers, and guiding clients through corrective steps
  • Record events and problems and their resolutions in a ticketing system
  • Ensure all correct processes and procedures are followed
  • Drive customer loyalty and retention through accurate incident management
  • Identify issues through analyzing team data

About You

We are looking for a technically confident individual with great interpersonal and communication skills. Our ideal candidate will have experience in troubleshooting technical issues, good problem-solving skills, and basic knowledge of PC and MS Office.

What's in it for you?

At MSX, we offer a competitive salary of £29,500 per year, 25 days annual leave, and a cash back healthcare scheme. We also offer exclusive discounts on everyday purchases and car purchases.

Working Pattern and Location

We offer a flexible 40-hour working week to support our 24/7 team. The role is based in Warwick, with a hybrid working method.

About MSX

MSX International is a global company with over 5,000 employees in more than 80 countries. We provide industry-leading expertise in consumer engagement, parts, accessories, and service performance, actionable insights, diagnostics and repair enhancement, warranty and repair efficiency, technical information, learning solutions, and sales performance.

The MSXI Purpose

To empower Movers and Makers to thrive in our ever-changing world.

The MSXI Mission

To harness our expertise in mobility, the creativity of our global teams, and the power of technology to craft tailored and innovative solutions.

The MSXI Vision

To enhance every journey in the world of mobility.

MSX is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy or maternity.