Technical Support Team Lead Specialist
23 hours ago
About Us
Enso Recruitment, a leading recruitment partner, is proud to collaborate with a prominent SaaS leader in Belfast. We are seeking an exceptional Customer Support Team Lead to spearhead our technical support team.
The Opportunity
This role demands a unique blend of technical expertise and leadership skills to guide our team in delivering world-class customer service. As the primary point of contact for escalated issues, you will provide advanced troubleshooting assistance and ensure timely resolution.
Your Responsibilities
- Lead and mentor a team of technical support executives, providing guidance, coaching, and support to maximize performance and productivity.
- Foster a positive and collaborative team culture focused on delivering exceptional customer service and technical expertise.
- Set clear goals and expectations for team members, regularly monitoring progress and providing feedback for continuous improvement.
- Work within and maintain our KPI targets monthly.
- Act as the primary point of contact for escalated customer issues, providing advanced troubleshooting and resolution assistance.
- Collaborate with cross-functional teams, including product development and engineering, to address complex technical issues and ensure timely resolution.
- Continuously update and expand technical knowledge to stay abreast of product updates, new features, and best practices.
- Provide initial 2nd line support for all escalated tickets.
Your Background
- A minimum of 2 years' experience in a technical support role, with a focus on SaaS products.
- Strong leadership and team management skills, with the ability to motivate and inspire team members.
- Excellent communication and interpersonal skills, with a customer-centric approach.
- Advanced technical proficiency in troubleshooting software applications and system integrations.
- Experience with ticketing systems, CRM software, and other support tools.
- Ability to thrive in a fast-paced, dynamic environment and adapt to evolving priorities.
We Offer
- A competitive salary: £45,000 - £55,000 per annum (dependent on experience).
- A hybrid working environment, allowing you to work from home and our office in Belfast.
- Access to free parking.
- Development opportunities.
- Regular social events.
- Private health insurance.
- 35 days annual leave, including bank holidays.
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