Technical Support Manager

Korec Group; Liverpool; On-site; GBP 30,000 - GBP 40,000; Full time

Job summary

A leading technology solutions provider is looking for a Technical Support Team Manager to oversee the Liverpool office team. The role involves managing customer inquiries, ensuring timely solutions, and collaborating with various departments to enhance the technical knowledge of the team. Responsibilities include tracking support tickets, conducting training, and producing user guides. This position offers a competitive salary, benefits package, and opportunities for ongoing professional development.

Benefits

Competitive salary and bonus scheme

Company car and fuel card

23 days holiday plus bank holidays

Pension scheme

Employee benefits package

Qualifications

• Proven experience managing a technical support team.
• Ability to liaise with various departments and stakeholders.
• Strong understanding of products and services offered.

Responsibilities

• Manage the support team to efficiently respond to customer inquiries.
• Monitor and track support tickets for quality response.
• Update customer contact information in CRM.
• Conduct training and development for the team.
• Write user guides and training materials as needed.

Skills

Team management

Customer service

Technical knowledge

Problem-solving

Communication

Tools

HappyFox

Pipedrive

Job description

To manage the UK office based technical support team in order to ensure the support provided to KOREC customers (UK & Ireland) calling or emailing provides solutions in the shortest time possible.

To liaise with the wider support team to source technical reference materials (documents, videos, white papers, etc.) of potential benefit to customers and to circulate these internally and externally via the KOREC Knowledge Base.

To support the technical knowledge of the Operations Team in Huntingdon.

LOCATION: Liverpool office-based, 5 days per week (with flexibility to attend other company or customer locations as required).

RESPONSIBILITIES

• Manage the team so that we respond to incoming customer enquiries with the goal to provide a solution in the shortest time possible
• Monitor the age and allocation of Support Tickets across the Office Support Team and closely track tickets from high value / strategic customers to ensure the highest quality response
• Ensure the team keep a clear and complete record of Support ticket dialogue in the HappyFox system
• Ensure the team check and update customer contact information in the Pipedrive CRM
• Respond directly to incoming enquiries as needed
• Consult & collaborate with colleagues in other departments regarding customer issues that require their attention
• Visit Huntingdon regularly to support and upskill the technical capabilities of the Operations Team
• Keep team and own technical knowledge up to date through self-study and creating/attending training courses
• To source technical materials useful to colleagues and customers
• Research and write customer user guides (or videos as appropriate)
• Conduct hardware and software diagnostic and troubleshooting tests
• Assist with the writing and compilation of training materials and data
• Carry out other duties and tasks as and when required
• Comply with Health and Safety regulations to safeguard the interests of the business, our people and customers

KPI’s TBC

• Call & ticket metrics as current
• Consistent improvement in satisfaction scores

WHY JOIN US?

At KOREC, we are committed to developing and promoting inclusive behaviours that create and sustain equality of opportunity, fairness, dignity, and mutual respect for all.

WE OFFER:

• Tailored induction and ongoing training and development.
• Competitive basic salary coupled with bonus scheme
• Company car and fuel card for enhanced mobility
• 23 days’ holiday (plus bank holidays), with service-related increases up to 30 days.
• Pension scheme, Simply Healthcare plan, and life insurance for financial security.
• Generous employee benefits package, including Perkbox Benefits, corporate gym, Cycle to Work scheme, Virgin Media discounts, and Technology Purchase Scheme.
• Employee Assistance Programme and access to mental wellbeing resources.
• Investors in People and Investors in Wellbeing accredited.