Manager, Technical Support

Internetwork Expert; Colchester; On-site; GBP 35,000 - 65,000; Full time

Job summary

An established industry player is seeking a dynamic Manager of Technical Support to lead a dedicated team in delivering exceptional service. This role is pivotal in ensuring that customers receive world-class support for innovative safety products. You will mentor and develop your team while driving operational excellence and enhancing customer satisfaction. If you are passionate about technology and have a proven track record in managing technical support, this is an exciting opportunity to make a significant impact in a company committed to safety and innovation. Join a diverse and inclusive workplace where your contributions will be valued and recognized.

Qualifications

• 5-7 years of experience in technical support management.
• Strong problem-solving and communication skills.

Responsibilities

• Lead and develop a team of technical support analysts.
• Provide 24/7 technical support for all products and services.
• Monitor work schedules and adjust for customer service demands.

Skills

Technical Support Management

Problem Solving

Communication Skills

Interpersonal Skills

Project Management

Process Development

Technical Aptitude

Education

Technical Diploma or Degree

Tools

Call Center Management Systems

Ticket Management Systems

Job description

Our team at Blackline Safety is growing! As a people-driven technology company, with a mission to make sure every worker returns home safely, we drive innovation, practice resiliency, demonstrate leadership, go the extra mile for our customers, and empower our people to be their best.

Our Customer Care team is looking for a Manager, Technical Support to join their growing team. This role is responsible for providing technical analysis and problem resolution for our Blackline Safety products. In this role, you will drive the development of service programs through our distribution partners that match our world-class connected safety system.

Responsibilities:

• Lead, manage and develop a team of technical support analysts and supervisors to a high level of service excellence.
• Provide coaching and mentoring to your team to support their personal growth and development.
• Provide world-class, 24X7 technical support for all Blackline Products and Services; meet service level targets for case management and call handling.
• In collaboration with the customer care managers, oversee the management of our contact center solution to develop and maximize its potential for global call handling.
• Provide customers, internally and externally, guidance on technical support procedures and practices.
• Support handling practices to ensure that calls are directed and recorded according to standards.
• Monitor work schedules to ensure they meet customer service demands, recommending adjustments as required and proactively planning for growth.
• Leverage key performance indicators (KPIs) to improve the overall operational strategy within the Customer Care team; develop action plans to enhance individual and team performance to ensure service levels are met.
• Respond to escalated customer requests from your team and internal departments.
• Proactively advise internal teams regarding SLA status and customer feedback with recommendations for how to improve product or process.
• Develop and ensure that department procedures are properly documented and regularly reviewed for accuracy and improvement opportunities.
• Keep the team up to date on new products and service impacting information to accurately respond to customer inquiries.
• Contribute to the development of accurate and relevant analytics reports.
• Collaborate with the senior technical support teams to identify best practices for Blackline for technical troubleshooting and problem resolution.
• Collaborate with the Customer Care management team for overall department alignment and success.

Qualifications/Skills:

• Technical Diploma or Degree from a recognized institution.
• 5-7 years’ experience managing in a technical support/help desk environment. International or global multi-language experience is considered an asset.
• Experience administering call center telephone and ticket management systems.
• Strong technical aptitude and logical problem-solving skills.
• Shift scheduling in a 24-hour, 7 day a week operation.
• Process-oriented while remaining flexible and adaptable.
• Technical knowledge base experience.
• Ability to translate data into actionable initiatives.
• Ability to energize and drive a group to high standards.
• Proven track record successfully leading a large team in a technical service environment.
• Clear communication skills, both written and verbal.
• Strong interpersonal skills and ability to form strong relationships.
• The ability to achieve results in an ever-changing environment.
• Skills and principles of project management.
• Demonstrated experience in process development and continuous improvement.
• Knowledge of RMA (Return Merchandise Authorization) processes.

About Blackline Safety

Blackline Safety is a world leader in the development and manufacturing of wirelessly connected safety products. We offer the broadest and most complete portfolio available in the industry. Our products are designed to save lives and we monitor personnel working alone in populated areas, complex indoor facilities, and the remote reaches of our planet. Blackline’s products are used to keep people safe in the event of falls, missed check-ins, man-downs, and exposure to explosive or toxic gas. Our design, development, sales, marketing, support, and production are all performed in-house at our headquarters in Calgary, AB. Blackline Safety is a publicly-traded company (TSX: BLN). To learn more about our company visit www.blacklinesafety.com.

Blackline Safety is powered by the diversity of our talented employees. We are an equal opportunity employer. We consider all applicants, regardless of age, religion, race, color, ancestry, gender, gender identity or expression, disability, national origin, race, or sexual orientation. We enthusiastically encourage all individuals to apply for positions that fit their passions.