We’re seeking a highly motivated Helpdesk Support Team Lead to head up our support team. The ideal person will set the standards on performance and quality to deliver a first-class support service to our clients.
What you can expect...
Take ownership of customer issues reported and see problems through to resolution
Triage and allocate incoming support queries, email, phone and/or on-site visits with customers.
Provide statistical analysis around Support trends including ticket volumes, customer feedback and response times in line with contractual agreements.
Manage team of support developers, organise and lead daily stand up/meeting with Support Team to review support statistics, provide assistance to development team and allocate daily workloads.
Create original content via Help Centre including release notes, help articles, video guides etc as required
Ensure high level of customer engagement and forge relationships via regular site visits to discuss support queries and future product development.
Be proactive in managing support accounts advising on cross sell and upsell opportunities based on support report findings
Further ensure general customer satisfaction by engaging regularly with end users via telephone and screen share software.
Liaise regularly with Product Team to input ideas and suggestions around future product development/planned development sprints in line with Support trends and customer feedback.
Provide training to customers around new, existing and/or beta system functionality whilst encouraging active engagement and helpful feedback.
Represent and promote company in recruitment events at QUB, UUJ and various secondary/grammar schools.
Assist and lend additional support and knowledge to all areas of the company including Development, Product, Sales and Quality Assurance.
What we look for
2yrs+ experience of supervising an IT services service desk
Strong problem solving skills
Strong knowledge of internet infrastructure technologies
Experience troubleshooting customer issues
Ability to lead a team effectively
Excellent communicator verbally and written for client correspondence
Knowledge of SLA’s
Ability to multi-task on various client accounts
Competent in report generating and circulation
Keeps up to date with technology
Knowledge of working in an Agile environment
24 days annual leave (excluding public holidays)
Work on innovative projects with ambitious clients in Ireland and the UK
Flexible working hours
Company Bonus Scheme
Supportive and friendly culture with team appreciation days
Vibrant modern offices in the City Centre
Contributory pension scheme
Cycle to Work Scheme
If this sounds like the opportunity you've been waiting for, we'd love to hear from you. To apply, please submit your CV via Apply Now.