Technical Support Team Lead

2 weeks ago


Coventry, Coventry, United Kingdom FireAngel Safety Technology Full time

Job Title: Technical Support Team Lead

Job Summary:

FireAngel Safety Technology is a leading provider of innovative home safety products, and we're seeking a highly skilled Technical Support Team Lead to join our team. As a Technical Support Team Lead, you will be responsible for leading our internal technical support initiative, providing exceptional customer service, and collaborating with various departments to ensure customer excellence.

Key Responsibilities:

  • Lead the second-line technical support solution for FireAngel, escalating to third-line external support when required.
  • Use various troubleshooting techniques to ensure customers receive a first-time fix or solution, empowering them to navigate, troubleshoot, and install products themselves.
  • Respond to customer inquiries in a professional and courteous manner, collaborating with other departments to ensure customers receive the best possible experience.
  • Stay updated on industry trends, best practices, and advancements in technology relevant to training and technical support.

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.

Preferred Qualifications:

  • Previous experience of testing and inspecting electrical equipment.
  • In electrical engineering or related electronics field.

Personal Qualities:

  • Reliable and structured professional with a strong foundation in trust and integrity.
  • Ability to think creatively and deliver new AI/automated customer support channels.

What We Offer:

  • Competitive salary and benefits package.
  • Opportunity to work with a leading provider of innovative home safety products.


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