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Customer Support Lead

2 months ago

Coventry, Coventry, United Kingdom FireAngel Safety Technology Full time
Job Title: Customer Support Lead

We are seeking a highly skilled and experienced Customer Support Lead to join our team at FireAngel Safety Technology. 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.

Key Responsibilities:
  • Lead the second-line technical support solution for FireAngel 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 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 our products and services, and collaborate with other areas of the business to ensure customers receive the best possible 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.
Desired Qualifications:
  • Electronics or electrical components experience.
  • Previous experience of testing and inspecting electrical equipment.
  • High school diploma or equivalent in electrical engineering or a related field.
  • A natural ability to learn about technical products and their applications.
  • A hunger and excitement to work for a fast-growing business.
What We Offer:
  • Competitive salary and benefits package.
  • Opportunity to make a real impact in a business intent on evolving the customer journey.
  • Chance to work with a collaborative team and contribute to the development of new AI and automated customer support channels.
  • A unique opportunity to carve out your own dream job and shape the future of our company.