Product Features
Blog
Contact Us
Sign In
Pertemps SSDC
,
High Wycombe, Buckinghamshire
Technical Support Team Leader
|
|
Job Type: Full-time |
|---|---|
|
|
Salary: £35,000 per annum |
Overview
Technical Support Team Leader We are looking for a Technical Support Team Leader to lead of our technical customer support team. We are a rapidly expanding organisation, working with some of UK's leading organisation providing cloud-based IP telephony and mobile solutions to meet all their business needs. As a Technical Support Team leader you will be responsible for a small group of Technical Agents, leading them in our incident management procedures and facilitating excellent customer experiences by mentoring the team. Job Responsibilities The main goals of the Technical Support Team Leader are to: • Develop and manage development plans and reports for your team. • Coaching & nurturing individuals to assist them in performing to the best of their abilities. • Develop incident Management procedures and implement these within the team. • Building relationships with third party suppliers, developing training and improvement and manage escalations where required. • Providing improvements whilst working closely with the Head of Support on customer feedback and satisfaction score, and SLA reporting. Skills and Qualifications To be successful, the Technical Support Team Leader will need: • One year experience working in a technical and/or administrative role. • Experience in the support of VoIP infrastructure technologies and VoIP protocols. • Proficient dealing with customer, in person or other communication methods. • Familiar with Mitel's products including MiVoice Business, MiCollab etc. • Experience of IT protocols and networking including LAN, WAN and switches and routers. If you have the skills set and experience required to make an impact on the Technical Support Team Leader post then please send in your CV and we will be with you shortly.