Technical Support Team Lead

2 months ago

Nottingham, Nottingham, United Kingdom Kerridge Commercial Systems Full time

Job Overview:

Kerridge Commercial Systems is seeking a highly skilled Technical Support Team Lead to join our team. As a key member of our support team, you will be responsible for providing technical support and training to our customers, ensuring they receive a high-quality service.

Main Responsibilities:

  • Provide technical support and training to customers, responding to inbound queries and ensuring all staff are successfully supporting the product.
  • Develop staff relationships that promote retention and loyalty, delivering 121s to all support staff and providing support for career development.
  • Monitor all work queues to ensure a consistent, good quality service to our customers, closely monitoring Support cases and Customer Feedback to feed this information back into the business.
  • Work with internal stakeholders to resolve customer issues and improve processes, focusing on improving and delivering customer service to many customers.
  • Create help documentation and video content to help the customer base.

Requirements:

  • Minimum of 2 years in a similar role or 5 years as senior Support Analyst.
  • Experience of training/leading junior staff, including managing workload, shift rota.
  • Demonstrable interest in IT with a drive to build a successful career.
  • Enthusiastic and creative in problem-solving skills, with an analytical and process-oriented mind-set.
  • The ability to plan, prioritise and work on several projects at once, with the desire to work under pressure and in a fast-paced environment.
  • Strong interpersonal skills, customer empathy and determination to resolve issues, with the ability to build relationships both with Customers and internal stakeholders.
  • The ability to quickly learn new applications and technologies and a desire for continuous learning and improvement.
  • Flexible and adaptable – both products and their processes will develop over time.
  • Excellent communication skills and willingness to work with others, providing cover and support during peak demand times/holidays/sickness.

What We Offer:

  • A competitive salary (dependent on qualifications and experience).
  • A great working environment.
  • Quality training provided.
  • Career development and opportunity to grow.

About Us:

Kerridge Commercial Systems is the market leader in developing and delivering fully integrated business management solutions for distributors, suppliers, resellers, wholesalers and merchants. Our mission is simple: to design, implement and support high-performance systems that enable our customers to source effectively, stock efficiently, sell profitably and service competitively.

Equal Opportunities:

KCS is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires us to adjust the recruiting process, please do advise us when contacted.

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