1st Line Tech Support Team Leader

1st line of Technical Support Team Leader needed for a fast-growing business in Tunbridge Wells.

An accountable, driven self-starter who has an aptitude for problem solving and passion for customer service. The ideal candidate will have a strong technical background and possess excellent abilities to effectively lead and support the Technical Support Team.

Key Responsibilities

• Lead and manage the 1st Line Technical Support team, providing guidance, training, and support as needed.
• Team absence management.
• Serve as the primary point of technical escalation for complex customer issues, ensuring timely resolution and customer satisfaction.
• Monitor call and ticket volumes, prioritise tasks, and allocate resources effectively to meet customer needs.
• Monitor & manage Key Account tickets to ensure SLAs are being met.
• Generate reports on technical issues and trends, providing insights to senior management for continuous improvement.
• Generate weekly Ticket review report for Operations manager.
• Generate various reports for customers (specific to their needs) regarding tickets.
• Work closely with the operations team to identify ways of reducing service costs and promoting efficiencies within the support / service team.
• Collaborate with the Product Group to provide feedback on technical issues identified in the field and participate in product training sessions.

• Work closely with account management to ensure seamless communication and support for key customers.

Other responsibilities

• Provide technical assistance and support to customers via phone, email, and chat channels.
• Process and complete tickets when required to assist the team with meeting targets / SLAs.
• Diagnose and troubleshoot technical issues related to our products and IoT devices.

• Escalate complex issues to 2nd Line for further investigation and resolution.
• Document customer interactions, including issue details, troubleshooting steps, and resolutions, in our ticketing system.
• Collaborate with internal teams, including the Product Group and Account Management, to address customer concerns and provide feedback on product performance.

• Stay up to date on product features, enhancements, and troubleshooting techniques through ongoing training and self-study.
• Participate in team meetings and training sessions to share knowledge and improve overall support efficiency.

Requirements:

• Proven experience in a technical role, with a strong understanding of IoT devices.
• Previous experience working in a leadership or management capacity, preferably with a small, close-knit team.
• Excellent problem-solving skills and the ability to handle complex technical issues with ease.

• Customer-centric mindset with a strong focus on delivering exceptional service and support.
• Effective communication skills, both verbal and written, with the ability to interface with customers and internal stakeholders.

• Ability to work in a fast-paced environment and adapt to changing priorities.
• Proficient in Microsoft 365 and strong Excel skills

Perks of the Role

• Fantastic Salary of £35,000-£38,000 ** Experience dependent
• Monday-Friday only 9 am-5 pm
• Hybrid working model.
• Free parking on site
• Health Assured Employee Assistance Programme (EAP)
• Private Medical Insurance
• 25 days of holiday plus Bank Holidays
• Life Assurance (x4 salary)
• Pension

This role offers a genuine career opportunity for progression within the company. If you are a strategic thinker, relationship builder, and results-driven individual please apply with your CV today!