Lead Support Specialist for Radar

6 days ago


Reigate, Surrey, United Kingdom Willis Towers Watson Full time
Job Summary

We are seeking a Lead Support Specialist for Radar to join our team. The ideal candidate will have a strong background in technical support and be able to provide guidance and oversight to the team.

About the Role

The Lead Support Specialist will be responsible for providing high-quality technical support to clients, using troubleshooting skills, experience, and technical knowledge to obtain and recommend resolutions to issues. This will involve escalating customer issues as necessary and ensuring fixes and solutions are delivered to customers in a timely manner.

The role also involves contributing feedback, insights, and suggestions to identify product improvement opportunities aimed at reducing support costs and enhancing client satisfaction. Additionally, the successful candidate will be expected to participate in problem and knowledge management activities for our products.

Responsibilities
  • Act as a Subject Matter Expert to provide high-quality complex technical support to clients.
  • Use your troubleshooting skills, experience, and technical knowledge to obtain and recommend resolutions to issues.
  • Escalate customer issues as necessary and ensure fixes and solutions are delivered to customers in a timely manner.
  • Contribute feedback, insights, and suggestions to identify product improvement opportunities aimed at reducing support costs and enhancing client satisfaction.
  • Participate in problem and knowledge management activities for our products.
Requirements

The Requirements:

  • At least 5 years of experience as a Technical Support Analyst.
  • Gold standard client-facing skills and passionate about delivering great support.
  • Familiar with supporting complex and bespoke software solutions.
  • Excellent problem-solving and decision-making abilities.

Estimated salary: £60,000 - £80,000 per annum based on location and experience.



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