Customer Support Lead

5 days ago

Coventry, Coventry, United Kingdom FireAngel Safety Technology Full time
About the Role

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 second-line technical support solution and escalating issues to external support teams when necessary.

Key Responsibilities
  • Lead the second-line technical support solution for FireAngel products
  • Use various troubleshooting techniques to resolve customer issues and empower customers to 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 FireAngel products, features, and functionalities
  • Stay informed about product updates, new releases, and industry trends to provide accurate and up-to-date information to customers
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
What We Offer
  • Competitive salary and benefits package
  • Opportunity to work with a collaborative team and contribute to the development of new AI/automated customer support channels
  • Chance to make a real impact in a business intent on evolving the customer journey

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