Technical Support Manager

7 days ago

Lewes, East Sussex, United Kingdom Terry Parris Associates Full time
Job Description

Job Title: Technical Support Manager

Company: Terry Parris Associates

Location: East Sussex

Job Type: Permanent, Full-time

About the Role:

We are seeking an experienced Technical Support Manager to join our Development department. As a Technical Support Manager, you will be responsible for managing a team of technical support staff, providing excellent customer service, and ensuring the smooth operation of our technical support processes.

Key Responsibilities:

  • Manage a team of 10 technical support staff, providing guidance and support as needed.
  • Analyze customer support requirements and recommend improvements to our processes.
  • Review and improve existing department processes to increase efficiency and effectiveness.
  • Oversee the recruitment and training of new technical support staff members.
  • Address customer queries, feedback, and complaints in a timely and professional manner.
  • Work closely with customers to ensure all customer requirements are met.

Requirements:

  • Previous experience in managing a team of people in a dynamic customer-facing environment.
  • Previous experience in a managerial role dealing directly with customers and colleagues at both senior and junior levels.
  • Experience of departmental budget control and financial oversight.
  • Previous experience with maintenance and support.
  • Previous experience of using a ticketing style support system.
  • Good technical knowledge, educated to degree level or equivalent in electronics, mechanical, or related discipline.
  • High level of familiarity with Windows and Microsoft Office Suite.
  • Team player with a pro-active and flexible approach to problem solving.
  • Self-disciplined, good planning, and organizational skills.
  • Excellent communication skills (both written and verbal).
  • Holds a full clean UK driving license or equivalent.

What We Offer:

  • A competitive salary package, including contributory pension scheme, private medical insurance, and a minimum of 23 days holiday per annum.
  • A long service scheme with holiday increasing to a maximum of 28 days per annum.

How to Apply:

Please send your CV through the link provided, and we will contact you to discuss this opportunity and the company in more detail.

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