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Technical Support Team Leader

Highbridge Talent
Job LocationRochester
EducationNot Mentioned
Salary£30,000 - £33,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Technical Support Team Leader - EPOS Software SolutionsBasic salary to £33k + bonus + benefitsOffice based in Rochester, KentMy client is a UK market leader providing EPoS and payment solutions. Were looking for a Team Leader to lead the support team and provide a high level of support to all business clients within their service level agreements. You dont need to comefrom this industry, but experience successfully leading a customer focused team in a helpdesk environment will give you the core skills were looking for. A fantastic opportunity that has arisen due to internal promotion.THE ROLE:

  • Youll work closely with the support team, offering coaching and development but also providing feedback to help them with any issues of ticket resolution.
  • Managing and tracking escalated calls to higher levels of support within the organisation if the answer isnt known to the support desk or the SLA is in danger of breach
  • Youll manage service level agreements and customer expectations throughout the service desk experience and use the ticketing system and CRM to best effect.
  • Monitoring team performance to ensure KPIs are achieved and problem solving using support libraries and your own knowledge to resolve challenging support tickets.
  • Youll be responsible for escalating cases to the development team ensuring all steps have been carried out by the support team that can be.
  • Youll also identify any areas for process improvement and development for the team as a whole.
THE PERSON:
  • Were looking for someone with experience leading a team in a customer focused environment, ideally a helpdesk function
  • This need not be in an IT setting but youll need to be technically minded and keen to learn about the product and services.
  • Any SQL or ITIL knowledge and experience would be a benefit but isnt essential
  • Excellent communication and customer service skills
THE PACKAGE:
  • A basic salary up to £33,000 is offered
  • There is an annual bonus related to job role and company performance
  • 25 days holiday + bank holidays
  • Life assurance
  • Cycle to work scheme
  • Medicash and private medical scheme.
  • Fantastic development and opportunities to grow, working for a large group.
This role is immediately available so please apply belowHighbridge Talent is acting as a recruitment agency in relation to this role

Keyskills :
Team leader|support desk|IT support

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