Technical Support Manager

SER Limited; Crewe; On-site; GBP 40,000 - 50,000; Full time

Benefits offered by this job

Company bonus up to £3,600 per year

22 days holiday + banks + Christmas

Job summary

SER Limited is seeking a Hosted Team Manager to lead our Hosted Customer Support Team in Crewe. You will oversee a team of six agents, coordinate workflows, monitor ticket responses, and ensure smooth go-lives for customers.

Ideal candidates have telecoms experience, knowledge of connectivity, and a track record of coaching and developing teams to deliver exceptional customer service.

Qualifications

• Experience leading a hosted support team or similar.
• Strong understanding of telecoms and connectivity.
• Proven ability to coach and develop agents.
• Ability to make executive decisions for customer experience.

Responsibilities

• Lead a team of 6 agents (growing) for hosted customer support.
• Manage agents' workflow and ensure timely responses.
• Monitor tickets to ensure timely, professional service.
• Ensure smooth go-lives for customers.

Skills

Team leadership

Escalation handling

Coaching & training

Tools

Yeastar

Gamma Horizon

Webbex Hosted

Job description

Since 2011, we have been keeping your business connected, competitive and ready for the future. We have decades of combined industry experience across mobile, telecoms and connectivity solutions that meet the unique needs of every business.

Due to our continued growth and success, we are looking for a Hosted Team Manager!

Technical Support Manager (Telecoms and Hosted Support)

£40,-£50 + company bonus (up to £3600 a year)

22 days holiday + banks + Christmas shutdown.

Office Based - Crewe

We are looking for a manager for our Hosted Customer Support Team. The main duties of this role will be:

• Leading a team of 6 agents (which is growing)
• Managing agents workflow
• Monitoring tickets to ensure all have been responded to in a timely and professional manner
• Ensuring go-lives go smoothly
• Being the escalation point for any complaints
• Hiring, training and coaching for the team

Experience Required:

• Experience working on systems including - Yeastar, Gamma Horizon and Webbex Hosted platforms
• Knowledge around connectivity
• Managing a team of support agents
• Leading from the front, making executive business decisions and ensuring your team are giving the best possible customer experience

SER-IN