Technical Support Lead

Technical Support Lead - Working for a rapidly growing Coventry based company - £28,000pa plus excellent company benefits!

Working Monday - Friday 09.00am - 5.00pm.

Responsible for leading the second line Technical Support solution and escalating to third line external support when required.

· Using a variety of troubleshooting techniques ensuring the customer receives a first-

time fix / solution whilst also helping the customer to be empowered to be able to

navigate, troubleshoot & install product themselves moving forward.

· Respond to customer inquiries via phone, email, or chat in a professional and courteous

manner.

· Listen attentively to customer concerns, ask probing questions to understand the issue, and

provide appropriate solutions or troubleshooting steps.

· Develop a comprehensive understanding of the company's products, features, and

functionalities.

· Stay informed about product updates, new releases, and industry trends to provide accurate

and up-to-date information to customers.

· Challenge the status quo to do things better, continuously assess our products then make

suggested improvements via the appropriate channel / stakeholder.

Required:

· Proven experience in a technical support role.

· Strong technical aptitude and troubleshooting skills, with proficiency in diagnosing hardware,

software, and network issues.

· Excellent communication skills, both verbal and written, with the ability to convey technical

concepts to non-technical users.

· Customer-centric mindset with a passion for delivering exceptional service and support.

· Ability to work independently and collaboratively in a fast-paced, team-oriented

environment.

· Familiarity with help desk software, CRM systems, and remote support tools.

· Stay updated on industry trends, best practices, and advancements in technology relevant to

training and technical support.

This company offers:

25 day holiday, plus 1 birthday holiday

Opportunity to purchase/sell up to 5 days holiday per year

Pension - Standard Life

Group Life Assurance

Group Income Protection Insurance

Private Medical Insurance

Worldwide Travel Insurance

Some Hybrid working

If you want to join a company that offer first class training, support and excellent company benefits then apply now!!