1st Line Tech Support Team Leader

1st line of Technical Support Team Leader needed for a fast-growing business in Tunbridge Wells. An accountable, driven self-starter who has an aptitude for problem solving and passion for customer service. The ideal candidate will have a strong technical background and possess excellent abilities to effectively lead and support the Technical Support Team. Key Responsibilities * Lead and manage the 1st Line Technical Support team, providing guidance, training, support and team absence management as needed. * Serve as the primary point of technical escalation for complex customer issues, ensuring timely resolution and customer satisfaction. Escalating complex issues to 2nd Line for further investigation and resolution. * Monitor call and ticket volumes, prioritise tasks, and allocate resources effectively to meet customer needs and ensure SLAs are being met. * Generate reports on technical issues and trends, providing insights to senior management for continuous improvement. * Generate various reports for customers (specific to their needs) and the Operations Manager regarding tickets. * Work closely with the operations team to identify ways of reducing service costs and promoting efficiencies within the support / service team. * Collaborate with the Product Group to provide feedback on technical issues identified in the field and participate in product training sessions. * Work closely with account management to ensure seamless communication and support for key customers. Other responsibilities * Provide technical assistance and support to customers via phone, email, and chat channels. * Process and complete tickets when required to assist the team with meeting targets / SLAs. * Diagnose and troubleshoot technical issues related to our products and IoT devices. * Document customer interactions, including issue details, troubleshooting steps, and resolutions, in our ticketing system. * Collaborate with internal teams, including the Product Group and Account Management, to address customer concerns and provide feedback on product performance. * Stay up to date on product features, enhancements, and troubleshooting techniques through ongoing training and self-study. * Participate in team meetings and training sessions to share knowledge and improve overall support efficiency. Requirements: * Proven experience in a technical role, with a strong understanding of IoT devices. * Previous experience working in a leadership or management capacity, preferably with a small, close-knit team. * Excellent problem-solving skills and the ability to handle complex technical issues with ease. * Customer-centric mindset with a strong focus on delivering exceptional service and support. * Effective communication skills, both verbal and written, with the ability to interface with customers and internal stakeholders. * Ability to work in a fast-paced environment and adapt to changing priorities. * Proficient in Microsoft 365 and strong Excel skills Perks of the Role * Hybrid working model, Monday-Friday only 9 am-5 pm * Free parking on site * Health Assured Employee Assistance Programme (EAP) * Private Medical Insurance * 25 days of holiday plus Bank Holidays * Life Assurance (x4 salary) * Pension This role offers a genuine career opportunity for progression within the company. If you are a strategic thinker, relationship builder, and results-driven individual please apply with your CV today