Technical Support Manager

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

Benefits offered by this job

Company bonus up to £3600 per year

22 days holiday

Bank holidays

Christmas shutdown

Job summary

SER-IN in Crewe is seeking a Hosted Customer Support Team Manager to lead a growing team of six agents and oversee the day-to-day operations of our telecoms and hosted support services.

You will manage agent workflows, monitor ticket responsiveness, and ensure smooth go-lives while acting as the escalation point for complaints and driving training and coaching programs to deliver a best-in-class customer experience.

Qualifications

• 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.

Responsibilities

• 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

Skills

Team leadership

Ticket monitoring

Escalation management

Hiring & coaching

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)

£40,000-£50,000 + 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