Technical Support Lead - Working for a rapidly growing Coventry based company - £28,000pa plus excellent company benefits!
Working Monday - Friday 09.00am - 5.00pm.
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.
Required:
- 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.
This company offers:
25 day holiday, plus 1 birthday holiday
Opportunity to purchase/sell up to 5 days holiday per year
Pension - Standard Life
Group Life Assurance
Group Income Protection Insurance
Private Medical Insurance
Worldwide Travel Insurance
Some Hybrid working
If you want to join a company that offer first class training, support and excellent company benefits then apply now!!