Technical Support Team Leader

Job Title: Technical Support Team Leader

Location: Deeside

Salary: £28,000

Description:

Our client is seeking a Technical Support Team Champion to join their team in Deeside.

The Technical Support Team Champion will play a pivotal role in managing the day-to-day operations of the department, ensuring timely resolution of customer queries and the efficient processing of Telephony VoIP and Broadband orders. Serving as the primary point of contact for troubleshooting and critical decision-making, the successful candidate will lead and support the team, address technical issues, and streamline workflows to maximise efficiency and service quality. This role also involves handling complex cases and escalations, ensuring seamless order fulfilment and exceptional customer satisfaction. Your technical expertise and leadership will be key in driving continuous improvement and fostering a high-performing support team.

Working Pattern: Monday-Friday 9:00-17:00

Salary: £28,000

Duties & Responsibilities

• Manage the overall workflow and priorities of the provisioning department.
• Monitor team performance and provide coaching or support as needed.
• Ensure adherence to company standards, policies, and service-level agreements.
• Oversee the day-to-day activities of the Tech Support team, including Level 2 support, to ensure efficient resolution of customer cases.
• Act as a point of escalation.
• Manage and track orders through the entire provisioning lifecycle, ensuring deadlines are met.
• To be competent navigating 3rd party web portals and quick to learn technical processes. Site visits to resolve issues when required.
• Liaise with suppliers to place and monitor equipment orders and service activations.
• Resolve any issues or delays with suppliers to maintain timelines.

Skills & Experience

• Telecoms background – knowledge of: Network hardware – PC’s, Switches, Routers & Firewalls Networking TCP/IP, DNS, VPN’s & Router configuration Hosted / IP Telephony systems & SIP Trunks
• Excellent Customer service and communication skills
• Positive attitude
• Affective time management skills, with a logical approach to problem solving.
• Ability to work under pressure and within time constraints.
• Ability to work alone as well as part as a team, managing workload whilst reviewing changing priorities

Unfortunately, due to time restrictions we cannot respond to every applicant, in the event that we haven’t contacted you within 48 hours please take it you have not been successful for this particular role, but your details will be kept on file and considered for all future vacancies.

We are an equal opportunities agency and welcome applicants from all backgrounds.