We are currently working with a fantastic and innovative company who are looking for a Technical Support Manager to join their lovely offices in Hertfordshire.

We are looking for an experienced candidate who will play a pivotal role within the business. You will have a proven track record in working with complex systems and have a natural talent for bringing people together to manage issues through to resolution. This is a technical role so experience is necessary and for the right candidate, there is much scope for the role to grow with increased responsibility.

The working hours required of this position are Monday – Thursday 9am – 6pm and Friday 9am – 5pm although the successful candidate must be flexible.

Responsibilities:

• Work collaboratively with internal departments to deliver exciting new technical projects successfully
• Represent the technical division at client meetings and calls to provide expertise and support throughout the sales and aftersales process
• Ensure complex issues raised by internal departments are managed through to a resolution by conducting investigations, analysis and testing
• Liaise with technical and support teams both in the UK and abroad
• Ownership of software installation, set up and technical commissioning within EMEA region
• Maintain clear and concise communication with all stakeholders concerning all issues raised
• Ensure product documentation is clear and up to date, and that the relevant knowledge has been passed to those that require it
• Identify and implement service improvements
• Oversee the support desk operations to ensure our high standards are maintained and processes are followed
• Liaise with software developers and third parties

Key Skills and Competencies

• A relevant qualification at degree level
• Excellent customer service skills utilised both remotely and onsite
• Ability to work with and build relationships with third parties such as software developments and web applications
• Ability to resolve complex technical issues
• Competent knowledge of Windows and Android OS
• Experience of writing client facing technical documentation
• Accurate attention to detail
• A natural flair for technology and/or interest in digital technology and platforms
• Analytical skills
• Strong client facing experience
• A gift for communication including the ability to explain the technical to non-technical audiences
• Excellent organisational skills