Geospatial Technical Support Manager

The Survey Association; Liverpool City Council; On-site; AUD 94,000 - 122,000; Full time

Job summary

KOREC is seeking a UK-based, office-based Technical Support Leader to guide the support team for customers across the UK and Ireland, delivering accurate and timely assistance by phone and email.

In this role you will help build technical knowledge, share guides and knowledge articles, and support the Huntingdon operations team through collaboration and coaching.

Qualifications

• Experience leading technical support teams in a tech environment.
• Proven ability to resolve complex customer issues quickly.
• Strong understanding of CRM workflows and KPIs.

Responsibilities

• Lead the Technical Support Team to ensure fast, effective responses
• Monitor ticket age, allocation and quality for key customers
• Maintain ticket records in HappyFox with clear troubleshooting steps
• Assist with escalations and complex technical queries
• Collaborate to define support KPIs and improve processes

Skills

Technical leadership

Customer support

CRM systems

Escalation handling

Tools

HappyFox

Pipedrive

Job description

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