Technical Customer Support Manager
Within this busy software and electronic solutions company, Technical Support provides problem analysis and technical clarification support services to external customers. Currently there is 24/7 Technical Support facility who aim to achieve and maintain a high level of customer satisfaction for all company products and services. This role requires a senior Technical Support Engineer or an existing Technical Support Manager to step up and demonstrate their ability to analyse, remotely troubleshoot, escalate and maintain good customer relations (with mainly non-technical staff) at all times. Additionally they must be able to communicate clearly and effectively at all levels and address customer support issues promptly and professionally whilst notifying the relevant Directors where necessary. This is an important help desk support/ customer relationship management role that will require a level of analytical reporting on all aspects of issues raised and solutions provided. You may be required to attend client site on occasion to deliver such reports. Full technical training will be given, due to the nature of the product range. However, we do expect candidates to come from help desk/technical support backgrounds. Responsibilities - Provide daily technical call clarification as part of the customer care process. - Provide all types of escalated technical support at a national level, in close liaison with senior management. - Provide virtual technical escalation support to Customer Service Engineers. - Provide reports, technical analysis, benchmarking and product technical information to all stakeholders as required.