Technical Support Team Leader

Advancing People; Hungerford; Hybrid; GBP 41,000 - 48,000; Full time

Job summary

A leading company in technology is seeking a Technical Support Leader to manage a team of support analysts. This full-time role will involve coaching, training, and mentoring while providing excellent customer service for payment solutions. Located in Hungerford with a hybrid work option, the position offers an attractive salary alongside benefits.

Benefits

Bonus

Benefits

Qualifications

• Experience leading a team as a Team Leader, Supervisor, or Manager.
• Strong verbal and written communication skills.
• Ability to build positive relationships with customers.

Responsibilities

• Lead a team of payments technicians delivering services.
• Manage onboarding for new customers and ensure efficient implementation.
• Provide ongoing technical assistance to customers.

Skills

Communication

Interpersonal Skills

Problem Solving

Attention to Detail

Multitasking

Education

Experience in Technical Support Environment

Experience with relational databases (e.g., SQL)

Job description

Advancing People Recruitment Specialists are now recruiting for a Technical Support, Team Lead to work for a worldwide, market leading Technology Company who have an office in Hungerford, Berkshire.

We are looking for an experienced Technical Support Leader who can coach, train, develop and mentor a team of 5 Support Analysts, the Support Department plays a crucial role in assisting customers with technical queries and issues related to our client's payment solutions.

Our client provides specialist software, services and support to deliver fully integrated trading and business management solutions. With a wide range of clients including wholesalers, distributors, merchants and retailers from small traders to multinational enterprises. As a HR Business Partner you will have global reach with offices in the UK, Ireland, The Netherlands, South Africa, Kenya and North America.

If successful, this role is office based in Hungerford, Berkshire 3 days a week, remote 2 days.

This role will also give someone the opportunity to work for a huge Private Equity backed Software Company (SaaS)

Key Responsibilities:

• Leadership:As the leader of the payments support function, you will lead a team of payments technicians aimed at delivering payment services to clients.
• Onboarding New Customers: Manage the process of onboarding the initial application, provisioning, setup, and integration of payment solutions, ensuring a smooth and efficient implementation of payment services.
• Provide Ongoing Support: Offer technical assistance to customers regarding payment processing and device issues, ensuring that all queries are resolved promptly and professionally.
• Mentorship: Assist in training and guiding members of the support team, contributing to their growth and development in payments technology.
• Escalation: When necessary, escalate complex issues to senior team members or engineering for further investigation and resolution.

Person Specification:

• Excellent written and verbal communication skills
• Previously Lead a Team working as a Team Leader, Supervisor or Manager within a Technical Support Environment
• Strong interpersonal skills and the ability to build positive relationships with customers
• A keen eye for detail, ensuring accuracy and precision when handling payments-related issues
• Excellent problem-solving skills with the ability to troubleshoot technical payment-related issues effectively
• Experience with relational databases (e.g., SQL) is a plus
• Ability to multitask, prioritize, and manage multiple cases efficiently

This is a full-time permanent position offering an attractive annual salary of £41,000 + Bonus & Benefits

Advancing People - Recruitment Sales Specialists

Advancing People Ltd is an Equal Opportunities Employer and acts as both an Employment Business and Employment Agency.