Software Support Team Leader - Nottingham - £30k pa
Our client, who are an international specialist providing ERP and Business Management Solutions, are looking for an experienced Software Support Team Leader to join their expanding team based in Nottingham.
You will be respponsible for :
- All duties of a support analyst, plus:
- Ensure all staff are successfully supporting the products.
- Provide support, technical support and training to team members who use support products.
- Deliver 121s to all support staff and provide support for career development
- Monitor all work queues to ensure a consistent, good quality service to our customers
- Closely monitor Support cases and Customer Feedback to feed this information back into the business.
- Work with internal stakeholders to resolve customer issues and improve processes.
- Focus on improving and delivering customer service to many customers
- Create help documentation and video content to help the customer base.
It is expected that you will have between 3-5 years experience working in software support and more recently been working at a Team Leader level within a dynamic environment. in addition you will have the following experience:
- Experience of training/leading junior staff, including managing workload, shift rota
- Enthusiastic and creative in problem-solving skills
- An analytical and process-oriented mind-set
- The ability to plan, prioritise and work on several projects at once
- The ability to work under pressure and in a fast-paced environment
- Strong interpersonal skills, customer empathy and determination to resolve issues
- The ability to build relationships both with Customers and internal stakeholders
- Flexible and adaptable - both products and their processes will develop over time.
Due to the volume of applicants we can only respond to candidates matching the above criteria.