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Form of workJob Title: Manager, Technical SupportAbout Us: We're on the lookout for a seasoned Technical Support Manager to take the helm of our Technical Support operations. This pivotal role involves overseeing the entire lifecycle of helpdesk tickets, providing hands-on support to customers and internal teams, crafting technical training materials, and actively participating in the testing of our cutting-edge CCTV products. If you have a solid background in a technical field, particularly within the realms of CCTV or IT, and possess top-notch problem-solving and communication skills, we want to hear from you.Key Responsibilities:Helpdesk Oversight: • Steer the lifecycle of helpdesk tickets from initiation to resolution, collaborating with different departments to ensure optimal solutions. • Field calls and emails from customers, offering fault-finding assistance and general Technical Support.Technical Training and Onboarding: • Develop and deliver technical training programs for engineers and customers. • Provide technical onboarding and guidance to customers, ensuring their proficiency in utilizing our products.Product Evaluation and Testing: • Conduct hands-on testing of CCTV products to detect and resolve faults. • Evaluate, create, and update Field Service guides to boost first-time fix rates and enhance engineer awareness.Communication and Collaboration: • Foster effective communication with field and workshop teams, ensuring they are well-informed and supported.Ideal Candidate Profile:• Previous experience in a customer-facing technical role, preferably within the CCTV or IT industry. • Knowledge and hands-on experience with the maintenance and installation of routers, DVRs, CCTV equipment, or similar technologies. • Proficient in conducting technical conversations, effectively challenging and questioning to ensure optimal outcomes. • Exceptional communication skills, both written and verbal. • Proficiency in Microsoft Office software and the ability to quickly adapt to new software packages. • Self-motivated with the ability to work independently, effectively managing one’s workload.Education and Experience:• A degree in a relevant technical field or equivalent practical experience. • Proven track record in a similar Technical Support or customer service role
