Technical Customer Support Manager - First Line Support

Job Description

Reed Recruitment are supporting our exciting, global, technology-based Client based in the heart of Norwich City Centre, who are looking for an enthusiastic and professional individual for the role of TechnicalCustomer Support Manager.This is an opportunity to work with cutting edge technology and worldwide known brands.You will be joining a dynamic team on a Permanent full-time basis due to the natural growth of the company, with working hours of Monday to Friday from 9am-5pm. Option to work shift of 1pm-9pm for increase in earnings, to support the business needs.What will I be doing- First line support to clients, via web chat, email or phone. Helping clients with a range of questions from simple re-configuration or admin tasks, through to initial diagnosis of issues.- Creating and configuring product trials, pilots and full client set ups for all new enterprise clients and online paying clients.-Ensuring clients accounts are running as planned throughout their contract- Diagnose customer experience issues from digital platforms (web and mobile)- Ensuring client accounts are running as planned throughout their contract, the platform is working well and identifying potential issues and areas for deeper integration.- Working with clients to help them implement the product on their website, and to configure that account within the administration console.- Training clients on how to use the softwarenormally via WebEx, occasionally face-to-face for some UK clients- Proactively ensuring products continue to work well for clients, and identify potential issues and areas for deeper integration between the product and clients is working well- Providing a first class service to clientsPersonal Qualities and Experience- 1-2 years years experience within a Technical Support / Client Support role, ideally for software/tech or web based products, or a Graduate- Knowledge of HTML, CSS, Javascript -essential!- Excellent written and communication skills- Proactive with a can-do attitude- Experience dealing with clients on a B2B basis would be desirable- Ability to multitask and prioritise workload- High level of attention to detail- The passion and enthusiasm to engage clients and support the company- A basic understanding of technical or web terms is desirable but not essential- Self motivated and willing to go the extra mileWhats in it for me- The opportunity to work for a fantastic company with a unique one-of-a-kind product- A warm, friendly and interesting bunch of colleagues- Competitive Salary- Annual Bonus Scheme based on Company performance- 25 days annual leave plus Bank holidays- PerkBox employee benefits- Work Pension- Cycle-to-work schemeIf you are interested in this fantastic opportunity and meet the above requirements, please click Apply ensuring that your CV and contact details are up to date.Opportunity managed by Nikki CranmerSenior Executive Permanents Consultant at Reed Specialist Recruitment -First line Support | IT helpdesk | IT Service desk | 1st line support | Second line support | 2nd line support | Technology | Software | HTML | CSS | Javascript | Technical Engineer | Digital | B2B | Business