Senior Technical Support Lead – UK Travel & Training

Gi Group; Old Basing; On-site; GBP 38,000 - 40,000; Full time

Benefits offered by this job

Competitive salary

Early Friday finish

33 days holiday

Pension from Day 1

Medi Cash from Day 1

Free onsite parking

Senior technical lead development

Job summary

Gi Group Holdings Recruitment Limited is recruiting a Senior Telephone Support Person to provide high-quality telephone and email technical support across a broad mechanical product range. You'll support key account customers and priority installers, helping with product selection, spare parts identification, installation/programming guidance, and fault diagnosis.

You will also act as day-to-day team lead for first-line support colleagues and assist the Manager with supervision, standards, and

Qualifications

• Proven experience delivering telephone-based technical support in a technical or mechanical environment.
• Strong fault-finding mindset with ability to explain technical concepts clearly.
• Experience coaching, guiding or supervising others.
• Comfortable creating and delivering training content.

Responsibilities

• Answer technical help-line calls, providing clear and accurate advice to customers and installers.
• Support and supervise 1st line support people, prioritising workload and quality of responses.
• Prioritise support for account holders and approved installers over non-account holders/end users.
• Manage assigned email enquiries and call-backs efficiently and to agreed service levels.
• Maintain and develop strong product knowledge through ongoing training and personal development.
• Support internal sales teams with technical specification and equipment selection.
• Attend key customer visits as required and support bespoke customer projects with technical input.
• Contribute to new product appraisal and feedback.
• Create training materials (PowerPoint presentations, videos, webinars, demo rigs).
• Deliver product training to internal teams and external customers (office-based and on customer sites UK-wide).

Skills

Telephone support

Fault finding

Coaching

Training delivery

UK travel

Tools

PowerPoint

Video creation

Webinars

Demo rigs

Job description

Gi Group Holdings Recruitment Limited is recruiting a Senior Telephone Support Person to provide high-quality telephone and email technical support across a broad mechanical product range. You'll support key account customers and priority installers, helping with product selection, spare parts identification, installation/programming guidance, and fault diagnosis.

You will also act as day-to-day team lead for first-line support colleagues and assist the Manager with supervision, standards, and