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Technical Support team Lead

Duval Associates Ltd
Job LocationBristol
EducationNot Mentioned
SalarySalary negotiable
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Technical Support Team Lead- OWN IT ! Live Chat! - 1st line support! A wonderful opportunity - Mega growth over the next 5 years. AWESOME! Negotiable salary + Bonus plus superb benefits and a superb young dynamic leadership team! - Stroud - Gloucestershire.Business area: Customer support within the procurement software sectorJob type: Permanent, Full time (37.5 hours a week), with hours to be agreed between 7.45am and 6pm. - Hybrid - Flexibility - Modern!Other Benefits:

  • OTE bonus £2,000 per year
  • Optional out of hours monthly bonus of c£300+
  • Generous 5-figure business sale completion bonus
  • Pension scheme
  • Private medical insurance
  • Quarterly spend vouchers
  • Team away days
  • Free on-site parking
  • Personal professional training budget
  • Extra days holiday on your birthday
  • And more..
Client base: Imperial Brands, Salvation Army, Liverpool FC, Halfords, Adeo, Eramet, Dallas Cowboys and Marriott.Their products have routinely helped Enterprises save an average of 16% on their procurement activities within a matter of weeks, creating a brand and product that our clients love. This has enabled us to double the size of the team in the past year withenthusiastic, passionate colleagues who want to make a difference and grow a fantastic brand.4 key ideologies: being transparent, agile, having fun and putting the customer first.What youll work on:Youll be the first point of contact for clients all over the world who are using our SaaS (software) application. This will be primarily conducted via live chat, email and phone. You will also manage our support function, one member of staff and at a laterpoint, additional people from our parent companyTHE JOB:
  • Deliver the organisations support strategy
  • Set and measure support targets; provide reports and analyses of performance
  • Line management and coaching of the support team (Once it has grown but possibly the junior member will report to a director)
  • Deliver continuous improvement within the support team
  • Identify requirements for training or other forms of assistance to other teams
First line support
  • Communicate effectively with customers
  • Accurately diagnose and record support requests received through multiple channels
  • Provide fast and accurate resolution to issues where possible
  • Escalate complex issues to the appropriate team
Provide enhanced support to clients
  • Managed Service for clients providing back office activities to chase suppliers, score submissions and assist in the review of suppliers
  • Identify where more support guides and articles are required
  • Create self-help support articles and multimedia content
About you:
  • Excellent communication skills, both verbal and written
  • Considerate and patient, resilient and determined
  • Analytical problem solver
  • Strong organisational skills
  • Able to quickly build relationships, with high empathy
  • Confident in managing difficult or emotional customer situations
  • Responds promptly to customer needs and meets commitments.
  • Can do attitude
  • Passionate about technology
Experience and Qualifications:
  • Minimum 2 years experience as a Customer/technical/1st line Support Specialist, preferably within a similar environment
  • 2 A levels or equivalent or ace experience that is relevant!
  • Strong analytical background with demonstrable excellent IT, Excel and communication skills
  • Procurement experience would be a bonus, but training will be provided
Your progression path is in your hands, but could include:
  • Becoming a Customer Success Manager
  • Progressing into a technical role
  • Managing a global team
A stunning growth and career opportunity in an idea modern 21st century agile company and environment!

APPLY NOW

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