Customer Support Manager

Customer Support Manager

We have an exciting opportunity for an experienced Customer Support Manager ideally with a technology company background and experience with GIS systems to manage the Customer / user support team providing technical input to customer and user support activities through Helpdesk Management across a range of projects.

Objective

Working as a Customer Support Manager you will interact with data experts across varied datasets, respond to customer and user queries received via the service helpdesk, ensuring information is shared to resolve queries effectively and in line with Service Level Agreements to provide a positive customer and user experience. In addition, you will be responsible for regular customer reporting, managing the Customer Support Team and supporting the Service and Project Managers.

Responsibilities / Duties

The specific tasks will include, but are not limited to:

• Management, monitoring, coordination, and training of Customer Support Engineers
• Maintaining customer and company standards through user- and customer-facing interactions
• Helpdesk queue management and housekeeping activities
• Monitoring the service helpdesk for incoming queries, routing them to second line support where needed
• Responding to the users with appropriate information in a timely manner, in line with the agreed helpdesk procedures and relevant performance indicators
• Maintaining documentation to reflect up-to-date practices
• Representing the Customer Support team at customer meetings
• Supporting the generation of monthly helpdesk performance reporting
• Supporting the Service and Project managers with all helpdesk activities
• Coordinating user queries into updates of user-focused documentation such as FAQs and help guides
• Working with the wider team, supporting change requests and other development activities
• Supporting bid activities

Qualifications / Experience

• Relevant degree or experience in environmental data, remote sensing or software engineering
• Experience of service helpdesks (Jira Service Management experience advantageous)
• Experience of user communications
• Experience working with downstream EO, GIS data and remotely sensed data products / services

Essential Skills

• Technical understanding of EO and/or environmental data handling and GIS and their application in real-world environmental monitoring, management and planning, especially for central and local government users
• Ability to interact with different groups of users and stakeholders
• Good level of English
• Excellent organisational and time management skills
• Ability to prioritise and multi task across a wide range of activities
• Ability to manage junior staff
• Strong IT skills

Desirable Skills

• Interest in, and enthusiasm for, meteorology, or climate monitoring and research, or EO science, data and applications

Qualities

• Desire to be a team player capable of working with staff at all levels, alongside the ability to work independently
• Ability to prioritise own workload and work to tight deadlines whilst managing others
• Self-starter and effective time management
• Flexible and willing to work on a range of activities to meet evolving business needs

Benefits

• Competitive package covering salary, generous holiday allowance, training plan and more