Tech Support Team Lead

Role and specification overview:
Part of the Kerridge Commercial Systems Group (KCS), inspHire boasts global recognition as a specialist software provider; delivering fully integrated trading and business management solutions to companies in the rental industry all over the world.

Our pedigree has helped us develop state-of-the-art solutions, including our latest cloud subscription products, OnRent and Current RMS which aim to take our customers into a new era of flexible, mobile, and readily available trading - wherever and however they work.

To help further grow these products, we are seeking a technically minded, solutions expert. Someone who’s proactive, has a passion for product design and the confidence to suggest areas for improvement in a fast-paced environment.

Main Duties and Responsibilities:
All duties of a support analyst, plus:
Ensures all staff are successfully supporting the product.
Provide support, technical support and training to team members who use support product, replying to inbound queries.
Develop staff relationships that promote retention and loyalty.
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.

The ideal candidate will have:
Experience: Minimum of 2 years in a similar role or 5 years as senior Support Analyst
Education: A-Levels or Equivalent as a minimum
Experience of training/leading junior staff, including managing workload, shift rota
Demonstrable interest in IT with a drive to build a successful career
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 desire 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
The ability to quickly learn new applications and technologies and a desire for continuous learning and improvement
Flexible and adaptable - both products and their processes will develop over time.
Excellent communication skills and willingness to work with others, providing cover and support during peak demand times/holidays/sickness

What does inspHire offer you?
An Opportunity to work with an early-stage product in a forward thinking established and growing software solution company. We offer a variety of development and training to advance your career and we will work with you to accelerate your advancement.
In addition to our standard benefits of 25 days holiday and an employer matched contributory pension you will get:
A Competitive Salary (dependent on qualifications and experience)
Great working environment
Quality Training Provided
Career Development and Opportunity to grow
Become part of our amazing inspHire family!
Job Types: Full-time, Permanent

Company Info
Kerridge Commercial Systems (KCS) is the market leader in developing and delivering fully integrated business management solutions for distributors, suppliers, resellers, wholesalers and merchants. Our mission is simple: to design, implement and support high performance systems that enable our customers to source effectively, stock efficiently, sell profitably and service competitively.
Equal Opportunities
KCS is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires us to adjust the recruiting process please do advise us when contacted.
If this role is of interest to you please apply online.
To all recruitment agencies: KCS does not accept agency resumes. Please do not forward resumes to our careers site or direct to KCS employee. KCS is not responsible for any fees related to unsolicited resumes.