1st Line Tech Support Team Leader

VisionTrack; Royal Tunbridge Wells; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is on the lookout for a dynamic Team Lead for their 1st Line Technical Support team. This role is pivotal in ensuring customer satisfaction through effective leadership and technical expertise. The ideal candidate will thrive in a fast-paced environment, guiding a close-knit team while tackling complex technical challenges in the telematics sector. With a focus on continuous improvement, you will collaborate with various departments to enhance service delivery and operational efficiency. If you are passionate about technology and customer service, this opportunity promises to be rewarding and impactful.

Qualifications

• Proven experience in a technical role with IoT and telematics systems.
• Previous leadership experience with a small team.
• Strong understanding of customer service principles.

Responsibilities

• Lead and manage the 1st Line Technical Support team.
• Serve as the primary point of technical escalation for customer issues.
• Generate reports on technical issues and trends for continuous improvement.

Skills

Technical Support

Problem Solving

Customer Service

Leadership

Communication

IoT Devices Knowledge

Telematics Systems Knowledge

Microsoft 365

Excel

Job description

First Line Technical Support Team Lead

Location: Tunbridge Wells, Kent

Company Overview

VisionTrack is a leading provider of video telematics solutions, offering innovative technology to enhance fleet management and safety. Our cutting-edge products empower businesses to optimise operations and improve driver safety through advanced video and AI technologies.

Job Description

We are seeking a highly skilled and motivated Team Lead to join our dynamic 1st Line Technical Support team. 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, preferably within the telematics industry, 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, and support as needed.
• Team absence management.
• Serve as the primary point of technical escalation for complex customer issues, ensuring timely resolution and customer satisfaction.
• Monitor call and ticket volumes, prioritise tasks, and allocate resources effectively to meet customer needs.
• Monitor & manage Key Account tickets to ensure SLAs are being met.
• Generate reports on technical issues and trends, providing insights to senior management for continuous improvement.
• Generate weekly Ticket review report for Operations manager.
• Generate various reports for customers (specific to their needs) 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 video telematics products and IoT devices.
• Escalate complex issues to 2nd Line for further investigation and resolution.
• 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 and telematics systems.
• 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