Technical Support Manager

Technical Support Manager

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.