Technical Support Lead

4 weeks ago


Coventry, United Kingdom People Squad Full time
Job Description
Our client is a British technology company and is on a mission to protect and save lives by making innovative home safety products which are simple and accessible. They aim to revolutionise the way business is conducted in its chosen business segments. The business is a leading provider of smoke, heat and carbon monoxide detectors to the retail and trade sectors both in the UK and Europe.

So who are we looking for?
A fantastic opportunity to be a Technical Support lead in our Customer Support department. Dealing with a variety of B2B & B2C customers and being the escalation point for customer support. Leading Internal Technical Support through customer engagement of our soon to be launched latest connected product offering.

Interaction with a variety of people in the business to support the customers and customer support department through any technical troubleshooting and ensuring customer excellence be a key driver along with empowering the customer with product knowledge.

Responsibilities

  • Responsible for leading the second line Technical Support solution and escalating to third line external support when required.
  • Using a variety of troubleshooting techniques ensuring the customer receives a first-time fix / solution whilst also helping the customer to be empowered to be able to navigate, troubleshoot & install product themselves moving forward.
  • Respond to customer inquiries via phone, email, or chat in a professional and courteous manner.
  • Listen attentively to customer concerns, ask probing questions to understand the issue, and provide appropriate solutions or troubleshooting steps.
  • Develop a comprehensive understanding of the company's 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 do things better, continuously assess our products then make suggested improvements via the appropriate channel / stakeholder.
  • Collaborate with other areas of the business where appropriate to assist in ensuring our customers receive the best customer experience possible.


RequirementsRequired:
  • 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.
  • Stay updated on industry trends, best practices, and advancements in technology relevant to training and technical support.

Desired:
  • High school diploma or equivalent: In Computer Science, Information Technology, or related field preferred.
  • A natural ability for learning about technical products and interlink / applications.
  • A hunger and excitement to work for a fast-growing business.
  • Experience in an engineering/technology led organisation.
  • A willingness to roll-up sleeves, be flexible, and take responsibility.
Personal qualities:
  • A clear and effective communicator 
  • Charismatic with a sense of fun
  • Desire to succeed and deliver exceptional output
  • People driven and results orientated
  • Confident with a strong self-belief and a positive attitude
  • Problem-solver who takes ownership and will chase down problems to resolution


Benefits
  • This is a full time role at 37.5hrs per week.
  • We are open from 9.00am to 5.30pm
  • We are offering circa £28,000 for this role. 
  • Private Medical Health insurance is available. 


Requirements
Technical Customer Support

  • Coventry, United Kingdom People Squad Full time

    Our client is a British technology company and is on a mission to protect and save lives by making innovative home safety products which are simple and accessible. They aim to revolutionise the way business is conducted in its chosen business segments. The business is a leading provider of smoke, heat and carbon monoxide detectors to the retail and trade...


  • Coventry, United Kingdom People Squad Full time

    Our client is a British technology company and is on a mission to protect and save lives by making innovative home safety products which are simple and accessible. They aim to revolutionise the way business is conducted in its chosen business segments. The business is a leading provider of smoke, heat and carbon monoxide detectors to the retail and trade...


  • Coventry, United Kingdom Rise Technical Recruitment Limited Full time

    **Technical Support Engineer (Solar PV)** You can be based in or near any of the following: Birmingham, Coventry, Leicester, Tamworth, Nuneaton, Rugby Office and field based **£30,000 - £40,000 + Training + Car Allowance/Travel expenses + Holiday + Pension** Are you looking to gain technical knowledge within the renewable energy sector for a leading global...


  • Coventry, United Kingdom Rise Technical Recruitment Limited Full time

    **Technical Support Engineer (Solar PV)** You can be based in or near any of the following: Birmingham, Coventry, Leicester, Tamworth, Nuneaton, Rugby Office and field based **£30,000 - £40,000 + Training + Car Allowance/Travel expenses + Holiday + Pension** Are you looking to gain technical knowledge within the renewable energy sector for a leading global...


  • Coventry, United Kingdom People Squad Full time

    Our client is a Britishtechnology company and is on a mission to protect and save lives bymaking innovative home safety products which are simple andaccessible. They aim to revolutionise the way business is conductedin its chosen business segments. The business is a leading providerof smoke heat and carbon monoxide detectors to the retail and tradesectors...


  • Coventry, United Kingdom People Squad Full time

    Our client is a Britishtechnology company and is on a mission to protect and save lives bymaking innovative home safety products which are simple andaccessible. They aim to revolutionise the way business is conductedin its chosen business segments. The business is a leading providerof smoke heat and carbon monoxide detectors to the retail and tradesectors...


  • Coventry, United Kingdom Rise Technical Recruitment Limited Full time

    **Junior Technical Support Engineer (Solar PV)** You can be based in or near any of the following: Birmingham, Coventry, Leicester, Tamworth, Nuneaton, Rugby Office and field based **£25,000 - £30,000 + Training + Car Allowance/Travel expenses + Holiday + Pension** Are you looking to gain technical knowledge within the renewable energy sector for a leading...

  • Technical Athor

    2 weeks ago


    Coventry, United Kingdom Professional Technical Recruitment Full time

    **Contract Type**: - Full Time**Location**: - Coventry - West Midlands**Industry**: - Manufacturing & Production**Contact Name**: - Ben Winson- **Contact Phone**: - 01283 499820**Date Published**: - 04-Mar-2024- An exciting opportunity is available for a Technical Author to join a well-known company who are manufacturing safety critical devices...

  • Technical Lead

    4 weeks ago


    Coventry, United Kingdom Diabetes Digital Media Full time

    Diabetes Digital Media are pioneers in digital healthcare. Diabetes Digital Media (DDM) operate Diabetes.co.uk, the world’s most active and engaged diabetes community, and provides digital health interventions with clinically validated, peer-reviewed outcomes. Our AI-led digital health interventions are changing the lives of millions of people. We're...

  • Technical Lead

    1 week ago


    Coventry, United Kingdom ICAV Cluster Full time

    Our client is a leading UK driverless vehicle and mobility company expanding internationally and on a mission to find the very best people to be part of our success and join the driverless revolution that will disrupt and transform the world of transport. Due to year on year growth they are recruiting a Technical Team Leader. We are looking for a Technical...

  • Technical Lead

    1 week ago


    Coventry, United Kingdom ICAV Cluster Full time

    Our client is a leading UK driverless vehicle and mobility company expanding internationally and on a mission to find the very best people to be part of our success and join the driverless revolution that will disrupt and transform the world of transport. Due to year on year growth they are recruiting a Technical Team Leader. We are looking for a Technical...

  • Technical Lead

    2 months ago


    Coventry, United Kingdom Reqiva Ltd Full time

    **Technical Lead** Would you like to work for a globally recognised company with excellent career growth opportunities? If so, Reqiva is partnered with a world leading organisation within the technology sector, who are seeking a Technical Manager to be a key part of their ever-growing team. As part of our web development team, you will be working in a...


  • Coventry, United Kingdom Consilium Recruit Full time

    Consilium Recruit are proudly supporting a leading utility organisation who are one of the largest regulated water and sewerage companies in England and Wales. They provide over eight million people with fresh, clean drinking water every day and with an investment strategy of £6bn on new and existing assets like pipes, treatment works and reservoirs, hiring...


  • Coventry, Coventry, United Kingdom ABB Full time

    Technical Support SpecialistAt ABB, we are dedicated to addressing global challenges. Our core values: care, courage, curiosity, and collaboration - combined with a focus on diversity, inclusion, and equal opportunities - are key drivers in our aim to empower everyone to create sustainable solutions.Write the next chapter of your ABB story.This is a position...


  • Coventry, United Kingdom Page Group Full time

    **Client Details** One of the world's leading engineering companies which helps customers to use electrical power effectively and to increase industrial productivity in a sustainable way; provides value-added solutions in robotics, machine and factory automation and has around20 locations in UK. For the 2nd year running has been recognised as a Top...

  • Technical Support

    2 months ago


    Coventry, United Kingdom Reed Full time

    **Technical Support Advisor - Birmingham - Upto £30,000 - IT Services** Are you looking for a new opportunity with a business that values their staff? Are you all round IT Technician that is looking for a step up in their career? **Key Technical Skills/experience Required**: - Office 365 - Strong experience of Outlook/Exchange Online and password...


  • Coventry, United Kingdom Pertemps Network Group Full time

    **Job Description**: **Job Details** Pertemps are currently recruiting for a Systems Technical Lead to join one of the largest utilities companies in the Midlands. They are passionate about what they do, and their customers are at the heart of everything. They are inspired to create an awesome company and so to achieve this, they are looking for the best...


  • Coventry, United Kingdom Microlise Full time

    Support Services - Coventry, United Kingdom - From £25,000, dependent on experience - **Closing Date**: 22.05.2024 We are looking for a **Technical Support Advisor **to join our growing Support Services team! Your core focus will be to provide exceptional support for both customers and employees on all Microlise products. You will act as a liaison between...


  • Coventry, United Kingdom ABB Full time

    **Technical Support Specialist**: **At ABB, we are dedicated to addressing global challenges. Our core values: care, courage, curiosity, and collaboration - combined with a focus on diversity, inclusion, and equal opportunities - are key drivers in our aim to empower everyone to create sustainable solutions. Write the next chapter of your ABB...


  • Coventry, United Kingdom Microlise Full time

    Support Services Coventry, United Kingdom From £25,000, dependent on experience Closing Date: 22.05.2024 We are looking for a Technical Support Advisor  to join our growing Support Services team! Your core focus will be to provide exceptional support for both customers and employees on all Microlise products. You will act as a liaison...