Technical Support Manager
Location
Harrogate, North Yorkshire | United Kingdom
Job description
Technical Support Manager
Remote UK
THE ROLE
We are looking for a motivated and experienced Technical Support Manager to lead our EMEA Technical Support Team. Reporting to the Director of Global Customer Care, the Manager of the EMEA Support Team is a key leadership position. This role is responsible for overseeing and managing the technical support team, predominantly located in the UK.
WHAT YOU WILL DO IN THIS ROLE
- Team Leadership: The manager is expected to lead and motivate the EMEA Technical Support Team, fostering a positive and collaborative work environment. This involves providing guidance, coaching, and support to team members to ensure high performance and customer satisfaction.
- Technical Expertise: A solid understanding of the products and services offered by Certinia is essential. Salesforce platform experience is strongly desired.
The Manager should possess strong technical knowledge to effectively assess and articulate issue impact, ensure appropriate troubleshooting techniques are applied throughout the issue lifecycle and identify outstanding challenges that could impact product adoption.
- Customer Service Management: Ensuring a high level of customer satisfaction is a key aspect of the role. The manager should oversee the resolution of customer issues, escalations, and feedback, working closely with the team to implement improvements in customer service processes.
- Process Improvement: Continuous improvement of technical support processes is crucial. The manager should identify areas for enhancement, implement best practices, and streamline workflows to optimise the efficiency of the team.
- Cross-functional Collaboration: Collaboration with US and Australia Technical Support Teams, Product Support, Product and Engineering and Customer Success is important. The manager should facilitate effective communication and cooperation to ensure a seamless customer experience and address any technical challenges.
- Performance Metrics: Establishing and monitoring performance metrics for the team is essential. This includes setting goals, tracking key performance indicators (KPIs), and regularly assessing the team's performance against established benchmarks.
- Training and Development: The manager is responsible for the ongoing training and development of the technical support team members. This involves keeping the team updated on product enhancements, troubleshooting techniques, and industry trends.
- Reporting: Providing monthly and quarterly reports and updates regarding the performance of the Team. This may include presenting data on customer satisfaction, issue resolution times, and other relevant metrics.
QUALIFICATIONS
- A Bachelor's degree in a relevant field such as Computer Science, Information Technology, or a related discipline is preferred. However, relevant work experience may compensate for formal education
- Technical Knowledge:
- Strong technical expertise and a deep understanding of software applications, and other technical aspects related to the company's offerings.
- Experience with the Salesforce Platform is a bonus
- Experience in Technical Support:
- Prior experience in a technical role is crucial. Candidates should have a background in providing technical assistance to customers, troubleshooting issues, managing support processes and managing technical teams.
- Leadership Experience:
- Demonstrated leadership experience is a key requirement. Candidates should have a proven track record of leading and managing teams, fostering a positive work culture, and achieving team goals.
- Customer Service Skills:
- Excellent customer service skills are necessary for effectively addressing customer needs and ensuring high levels of customer satisfaction. Candidates should be adept at handling customer escalations and resolving issues in a timely manner.
- Communication Skills:
- Strong communication skills are vital for interacting with team members, customers, and other departments within the organization. The ability to communicate technical information in a clear and understandable manner is important.
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Job tags
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