Job Description
Technical Support Team Leader
Deeside
£28K + Pension, Bonus and private healthcare
A Technical Support Team Leader is required for our Telecoms client who are based in Deeside.
Main Purpose
Overseeing the daily operations, ensuring efficient resolution of customer cases and swift processing of Telephony VoIP and Broadband orders. The successful candidate will provide leadership, maintain operational standards, and act as the key point for troubleshooting and decision-making. You will guide the team, address technical challenges, and optimise workflows to enhance efficiency and service delivery. Additionally, you will handle complex cases and escalations, ensuring smooth order fulfilment and high customer satisfaction. You will drive continuous improvements and will maintain a high-performance team.
Responsibilities
* Manage the overall workflow and priorities of the provisioning department.
* Monitor team performance and provide coaching or support as needed.
* Ensure adherence to company standards, policies, and service-level agreements.
* Oversee the day-to-day activities of the Tech Support team, including Level 2 support, to ensure efficient resolution of customer cases.
* Act as a point of escalation.
* Order Processing: Manage and track orders through the entire provisioning lifecycle, ensuring deadlines are met.
* Project Management: Develop project timelines and ensure milestones are achieved and identify potential risks and implement mitigation strategies.
* Customer Liaison: Arrange and conduct onboarding meetings with customers to understand their requirements and expectations.
* Supplier Coordination: Liaise with suppliers to place and monitor equipment orders and service activations and resolve any issues or delays with suppliers to maintain timelines.
* Support Assistance: Assist with support cases during busier periods and collaborate with the support team to resolve customer issues efficiently.
* Process Improvement: Identify opportunities to streamline provisioning processes and implement best practices. Work with management to develop strategies for improving departmental performance.
Skills & Knowledge
* Leadership: Strong ability to motivate and guide a team.
* Project Management: Excellent skills in planning, organising, and managing multiple tasks.
* Communication: Exceptional written and verbal communication skills for effective interaction with customers, suppliers, and internal teams.
* Customer Service: A customer-focused mindset.
* Technical Aptitude: Solid understanding of Telephony VoIP and Broadband technologies, with a willingness to stay updated on industry trends.
* Problem Solving: Proactive in identifying and resolving issues efficiently.
* Attention to Detail: Ensures accuracy in all aspects of order processing and documentation.
* Time Management: Ability to work to tight deadlines and prioritise workload effectively.
* Full Manual Driving Licence Holder (held for min 2 years): Visits to customers premises often required, company vehicles available for this.
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