Address
Form of workRole - Support Team Leader
Department - Applications and Support
Salary - £40,000 - Depending on experience
Location - Bury St Edmonds
Come aboard our dynamic team at a leading software company as an Application Support Team Leader! With a track record spanning over 25 years in developing integration software for Sage, we're on the lookout for a proactive individual to lead our Support team to new heights of success.
In this role, you'll take the helm of the Support team, ensuring prompt resolution of issues for our esteemed Business Partners and Customers, while maintaining the seamless operation of our Support function. Your leadership will be instrumental in driving exceptional customer satisfaction and upholding the highest standards of support services.
This role encompasses a diverse range of responsibilities, which can be categorized into three core areas:
Team Leadership:
* Lead, mentor, and inspire a team of Support consultants across all levels, fostering a culture of collaboration and excellence.
* Identify and address training and development needs to enhance the skills and expertise of team members.
Incident Management:
* Oversee the timely resolution of client-reported issues and incidents within our established SLAs.
* Prioritize and escalate critical issues as needed to ensure swift resolution, collaborating closely with other teams for complex problem-solving.
Process Improvement:
* Continuously evaluate and refine support processes and procedures to drive efficiency and effectiveness.
* Identify recurring issues and root causes, working alongside the development team to implement proactive measures.
* Implement best practices for incident management, knowledge sharing, and documentation to optimize support operations.
Essential Requirements:
3+ years of experience in Customer Services, demonstrating a commitment to delivering outstanding customer satisfaction.
Excellent proficiency in Microsoft Office products to facilitate seamless communication and collaboration.
3+ years of experience in using Case management tools (ticketing systems/CRM) to streamline support operations.
Preferred (but not essential)
Strong technical aptitude or knowledge to effectively translate complex technical issues into concise case notes.
Applicants must be based in the UK, with mandatory office presence, although hybrid working options are available. Salary will be commensurate with experience, and this role offers ample opportunities for professional growth and development. Join us in our mission to redefine support services and make a significant impact in the realm of software integration!
Please apply online or send your CV to ( luca . roberts @ intechnologygroup . com )
In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.
