Technical Support Team Lead

Undisclosed Company
County Antrim, Belfast
£20000 - £22000 per annum + Paid Holidays, Pension,
28 Sep 2016
26 Oct 2016
Manpower UK
Job Type
Our client a Global IT Outsourcing Corporation that prides itself on innovation, requires technical advisers to join their team.

Our client has been working with high profile global brands providing IT and customer service solutions for over 25 years. Due to recent business expansion we require experienced and knowledgeable technical team leaders to join their dynamic team on a full time basis to represent a leading electronics Retailer.

The successful applicant will be responsible for leading a team of 15-20 L1's providing end user support through Voice/Chat/Web communication channel, assist them technically on the issues, conduct training's and knowledge improvement sessions, audits and provides feedback, execute projects to improve agent resolution capabilities, handles difficult, irate and escalated issues.

You will be required to maintain ownership of unresolved issues and perform research to provide user acceptable solution or work-around. Performs checks and balances around process SOP, and ensures appropriate usage of tools & resources. Performs quality audits with respect to call/case logging, accurate information capture, and ownership commitments.

Applicants must hold the following skills and experience:

Minimum 3-5 years of working experience in a hard-core technical support environment with focus on consumer and/or SM end-user support out of which 1-2 years in role experience.
Ability to lead a team technically, multi-task, support multiple issues simultaneously, ability to research and find solutions and be able to guide L1 on solution implementation.
Handles escalated issues, irate customers, and unresolved issues effectively and restores customer confidence into the system.
Audits & provides feedback to the L1 population.
Spearheads small projects on improving resolution capabilities, training need identifications and imparts technical training's to the live floor population.
Must have handled front line customer issues related to PC's (desktop & laptops), Operating system including complete Windows range, Printers & Peripherals, Routers & networking.
Confident with technology, understands and comprehends technical terms, possess a knack for technical advancements, keeps himself/herself updated and sound.
Proven skill & experience in diverse knowledge platforms including applications, operating systems & hardware.
Exposure to consumer smart devices including phones & handhelds would be an added advantage.
Facilitation skills and ability to manage logistics
Technical certifications would be an added advantage.

applicanst must be available to interview next week and start ASAP.

If you feel this is the job role for you please submit your CV and a team member will be in contact with you