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Customer Support Lead

2 months ago

Coventry, Coventry, United Kingdom FireAngel Safety Technology Full time
Job Description

FireAngel Safety Technology is seeking a skilled Customer Support Lead to join our team. As a key member of our Customer Support department, you will be responsible for leading our internal technical support initiative and providing exceptional customer service to our B2B and B2C customers.

As a Customer Support Lead, you will be the escalation point for customer support and will work closely with our internal teams to resolve technical issues and ensure customer excellence. You will also be responsible for developing a comprehensive understanding of our products, features, and functionalities, as well as staying up-to-date on industry trends and advancements in technology.

Responsibilities
  • Lead the second-line technical support solution for FireAngel Safety Technology and escalate to third-line external support when required.
  • Use a variety of troubleshooting techniques to ensure customers receive a first-time fix or solution, while also empowering them to navigate, troubleshoot, and install products themselves.
  • Respond to customer inquiries via phone, email, or chat in a professional and courteous manner.
  • Develop a comprehensive understanding of our products, features, and functionalities.
  • Stay informed about product updates, new releases, and industry trends to provide accurate and up-to-date information to customers.
  • Challenge the status quo to improve processes and suggest improvements via the appropriate channels.
  • Collaborate with other areas of the business to ensure customers receive the best possible customer experience.
Requirements
  • Proven experience in a technical support role.
  • Strong technical aptitude and troubleshooting skills, with proficiency in diagnosing hardware, software, and network issues.
  • Excellent communication skills, both verbal and written, 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.
  • Familiarity with help desk software, CRM systems, and remote support tools.
  • Stay updated on industry trends, best practices, and advancements in technology relevant to training and technical support.
What We Offer
  • Competitive salary and benefits package.
  • Opportunity to work with a collaborative team and contribute to the growth and success of FireAngel Safety Technology.
  • Chance to make a real impact in a business intent on evolving the customer journey.
  • Opportunity to work with a cutting-edge technology company and be part of a dynamic and innovative team.