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Senior Technical Support Professional

1 month ago

Downpatrick, United Kingdom REED Specialist Recruitment Full time
Job Summary:
We are seeking a skilled Tech Support Team Lead to join our Software Organisation in Belfast. As a key member of the support team, you will provide high-quality technical assistance to customers and lead the daily operations of the team.

About the Role:
In this exciting opportunity, you will handle customer support calls, resolve standard application issues, and conduct thorough technical analysis of non-standard support issues. You will also oversee the support team's progress and development, ensuring timely resolution of incidents and proactive issue prevention. Additionally, you will work closely with the software development team to deliver bespoke development projects and assist with the configuration and maintenance of interfaces.

Key Responsibilities:
- Handle customer support calls and resolve standard application issues
- Conduct thorough technical analysis of non-standard support issues and report findings to the software development team
- Oversee the daily running of the support team and serve as a point of escalation for the team
- Assist with the delivery of GETGOT and Hark configurations under the guidance of the operations team
- Deliver bespoke development projects under the guidance of the software development team
- Configure and maintain interfaces
- Provide assistance to the quality assurance function on all company products (Application Testing)
- Collaborate with the business to maintain its ISO accreditations

Requirements:
- Minimum of 2 years' experience in a technical support role
- Knowledge of databases and experience working on servers
- Experience with AWS and a ticketing system
- Proven track record in a team leader role and software organisation