To lead and manage the UK office-based Technical Support Team, ensuring KOREC customers across the UK & Ireland receive accurate, practical and timely support via phone and email.
KOREC supports customers working in the geospatial, surveying, engineering and construction sectors, using technologies such as GNSS, total stations, scanning, mapping solutions, monitoring, machine control and associated software platforms. This role ensures our support function delivers an excellent customer experience, reduces downtime and helps customers get the most from their investment.
The role will also support the development and sharing of technical reference materials (guides, videos, FAQs, knowledge articles, white papers, etc.) for both internal teams and customers via the KOREC Knowledge Base.
In addition, the role will help strengthen the technical knowledge and capability of the Operations Team in Huntingdon through collaboration, coaching and regular site visits.
Location: Liverpool office-based, 5 days per week (with flexibility to attend other company or customer locations as required).
Responsibilities
Technical Support Leadership & Customer Service
* Lead the Technical Support Team to ensure incoming customer enquiries are responded to quickly and resolved efficiently
* Monitor the age, allocation and quality of support tickets, with particular focus on high-value and strategic customers
* Ensure clear, accurate and complete ticket records are maintained in HappyFox, including troubleshooting steps and outcomes
* Support the team in handling escalations and complex technical queries when required
* Maintain high standards of customer communication, ensuring solutions are clear, practical and professional
Process, Systems & Reporting
* Ensure customer contact details are checked and updated in Pipedrive CRM
* Track recurring issues, identify root causes and work with internal teams to reduce repeat support requests
* Contribute to the definition and improvement of support KPIs (e.g., response time, resolution time, customer satisfaction)
Cross-Functional Collaboration
* Work closely with Sales, Service, Operations, Hire, and Product/Technical Specialists to ensure joined-up customer support
* Liaise with the wider KOREC support network to share best practice, technical updates and troubleshooting guidance
* Visit Huntingdon regularly to support and upskill the Operations Team, improving product knowledge and first-time fix rates
Knowledge Base & Technical Content
* Source and share technical reference materials useful to colleagues and customers (documents, videos, quick guides, etc.)
* Create and maintain customer-facing and internal knowledge base articles
* Research and write user guides, troubleshooting documents and “how-to” resources (or videos where appropriate)
* Assist with the creation and compilation of training materials and technical documentation
Technical Troubleshooting
* Conduct hardware and software diagnostics and troubleshooting, including escalation to suppliers/manufacturers where required
* Stay up to date with KOREC’s core product portfolio through self-study and formal training
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