Technical Support Manager

Location : Huddersfield, West Yorkshire, England
Job Ref : DC389
Consultant : David Crompton
Sector : IT, Internet
Salary : Competitive + Benefits

Description

DC386 – Technical Support Manager
Location – Huddersfield
Salary – £Competitive + Benefits

Overview:

First Military Recruitment is working in partnership with our client – an established software company looking to bolster their existing products and develop new ones – to recruit a Technical Support Manager to join their team in Huddersfield.

Duties and Responsibilities:

  • Manage the company support department to continue to deliver exceptional software and support services to our customers, including the following:
  • Provide training to customers on company application software and the operating environment (ad hoc where training is purchased).
  • Provide telephone support on company’s application.
  • Visit customer’s offices as required to provide housekeeping and support services.
  • Document systems installed and work carried out on site
  • Ensure adherence to all Company Policies and Procedures.
  • Ensure that all technical support calls are completed within response time and to the satisfaction of all concerned.
  • Ensure that routine paperwork and processes are fully and accurately documented.
  • Be fully conversant with all company/department procedures including Health and Safety.
  • Identify potential sales opportunities of company products to existing customers.
  • Maintain the company’s market position as the leading provider of service management software solutions within the security industry, whilst increasing our customer base outside of the security market.
  • Continually evaluate the marketplace to ensure that we are maximizing technology to reduce costs.
  • Provide control of telephone support ensuring customers receive timely, professional, and efficient service, minimizing the risk of liability to our customers and company.
  • Ensure all support related records, documentation and processes are maintained promptly and accurately.
  • Assist in the recruitment and training for support staff.
  • Liaise with senior management, development, customers to support software requirements for company products.
  • Provide statistical management business reports.
  • Maintain control of the company’s customer database records.
  • Ensure ethics compliance is adhered to by support staff.
  • Ensure adherence to all company procedures, and to support the company’s progress towards ISO standards in the supply and support of customer service.
  • Take ownership of the customer in all aspects relating to service delivery.
  • Actively demonstrate, at all times, the provision of a professional and efficient service to customers, minimizing the risk of liability to our customers and company.

Skills and Experience:

  • Relevant graduate education and/or professional qualifications.
  • Minimum five years’ experience in software support role.
  • Previous staff management experience.
  • Knowledge of MS Office, Operating Systems, and Networks, preferably with service management AND accounting software experience.
  • Ability to communicate at all levels of business, and to provide clear leadership to the support team.
  • Excellent interpersonal and communication skills, a team player who demonstrates drive and commitment.

In return our client offers:

  • A competitive salary, based on experience.
  • Work hours of 09:00 to 17:30, Mon to Fri (with 1 hour lunch).
  • Company vehicle or car allowance.
  • Incentive scheme.
  • 25 days holidays plus bank holidays, additional option to purchase additional leave.
  • Company pension scheme.
  • Employee Scholar program available.
  • Employee reward and recognition initiatives and health and wellbeing resources.
  • Awards which recognise outstanding contributions from all employees and encourage excellence.

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