Support Team Lead

1 month ago


Nottingham, Nottingham, United Kingdom Kerridge Commercial Systems Full time

Job Role and Responsibilities:

Kerridge Commercial Systems is seeking a Support Team Lead - Product Solutions Expert to join our team. As a key member of our support team, you will be responsible for ensuring all staff are successfully supporting our product. Your role will involve providing support, technical support, and training to team members who use our support product, replying to inbound queries.

Main Duties and Responsibilities:

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

Requirements:

  • Experience: Minimum of 2 years in a similar role or 5 years as senior Support Analyst.
  • Education: A-Levels or Equivalent as a minimum.
  • 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.
  • An analytical and process-oriented mind-set.
  • The ability to plan, prioritise and work on several projects at once.
  • The desire to work under pressure and in a fast-paced environment.
  • Strong interpersonal skills, customer empathy and determination to resolve issues.
  • 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.


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