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Technical Support Manager

2 months ago

Coventry, Coventry, United Kingdom FireAngel Safety Technology Full time
About the Role

We are seeking a highly skilled Technical Support Lead to join our team at FireAngel Safety Technology. As a key member of our Customer Support department, you will be responsible for leading our second-line technical support solution and escalating complex issues to external support teams when necessary.

Key Responsibilities
  • Lead the technical support team in resolving customer inquiries and issues in a timely and professional manner.
  • Develop and maintain a comprehensive understanding of our products, features, and functionalities to provide accurate and up-to-date information to customers.
  • Collaborate with cross-functional teams to ensure seamless customer support and experience.
  • Stay up-to-date with industry trends, best practices, and advancements in technology relevant to training and technical support.
  • Identify areas for improvement and implement changes to enhance the customer support experience.
Requirements
  • Proven experience in a technical support role, preferably in a technology or engineering-led organization.
  • Strong technical aptitude and troubleshooting skills, with proficiency in diagnosing hardware, software, and network issues.
  • Excellent communication and interpersonal skills, with the ability to convey technical concepts to non-technical users.
  • Customer-centric mindset with a passion for delivering exceptional service and support.
  • Ability to work independently and collaboratively in a fast-paced, team-oriented environment.
Desirable Qualifications
  • Previous experience in testing and inspecting electrical equipment.
  • High school diploma or equivalent in electrical engineering or a related electronics field.
  • A natural ability for learning about technical products and their applications.
  • A hunger and excitement to work for a fast-growing business.
About FireAngel Safety Technology

FireAngel Safety Technology is a leading provider of innovative home safety products, committed to protecting and saving lives through simple and accessible solutions. We are a British technology company on a mission to revolutionize the way business is conducted in our chosen business segments.

What We Offer
  • A unique opportunity to make a real impact in a business intent on evolving the customer journey.
  • The chance to be involved in delivering new AI/automated customer support channels.
  • A collaborative team environment fueled by an exciting mix of people with diverse backgrounds and expertise.
  • A competitive salary and benefits package, including health insurance and salary protection.