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Technical Support Team Leader
£28,000 - 28,000
Reed Technology
Watergate Street South Row, Chester
£28,000 - 28,000
Requirements
Must:
- Strong leadership skills with the ability to motivate and guide a team.
- Excellent project management skills for planning, organizing, and managing multiple tasks.
- Exceptional written and verbal communication skills for effective interaction with customers, suppliers, and internal teams.
- A customer-focused mindset and a solid understanding of Telephony VoIP and Broadband technologies, with a willingness to stay updated on industry trends.
- Proactive problem-solving abilities to identify and resolve issues efficiently.
- Attention to detail, ensuring accuracy in all aspects of order processing and documentation.
- Effective time management skills to work under tight deadlines and prioritize workload.
- A full manual driving license holder (held for a minimum of 2 years) as visits to customer premises are often required, with company vehicles available for this purpose.
Responsibilities
- Manage the overall workflow and priorities of the provisioning department.
- Monitor team performance and provide coaching or support as needed.
- Ensure adherence to company standards, policies, and service-level agreements.
- Oversee the daily activities of the Tech Support team, including Level 2 support, to ensure efficient resolution of customer cases.
- Act as a point of escalation for complex issues.
- Manage and track orders through the entire provisioning lifecycle, ensuring deadlines are met.
- Develop project timelines, ensure milestones are achieved, and identify potential risks while implementing mitigation strategies.
- Arrange and conduct onboarding meetings with customers to understand their requirements and expectations.
- Liaise with suppliers to place and monitor equipment orders and service activations, and resolve any issues or delays with suppliers to maintain timelines.
- Assist with support cases during busier periods and collaborate with the support team to resolve customer issues efficiently.
- Identify opportunities to streamline provisioning processes and implement best practices, working with management to develop strategies for improving departmental performance.
Description
We are seeking a Technical Support Team Leader for our Telecoms client based in Deeside, offering a salary of £28K along with a pension, bonus, and private healthcare. The main purpose of this role is to oversee daily operations, ensure the efficient resolution of customer cases, and manage the swift processing of Telephony VoIP and Broadband orders. The successful candidate will provide leadership, maintain operational standards, and act as the key point for troubleshooting and decision-making. You will guide the team, address technical challenges, and optimize workflows to enhance efficiency and service delivery. Additionally, you will handle complex cases and escalations, ensuring smooth order fulfillment and high customer satisfaction while driving continuous improvements and maintaining a high-performance team.
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