Technical Support Manager


Company : Intrado


Job Location : Leicester, UK


Posted on : Tue, 30 Jun 2020 13:48:08 GMT




Job Description :

Technical Support Manager

- 129795

Intrado develops innovative, cloud-based technology to make it easier, more effective and efficient to deliver connections that count in this increasingly complex world. Our solutions connect people with each other, and the information needed to gain insights for better decisions on the issues that matter most.

As a Technical Support Manager supporting our Cloud Contact Center Software, you will be responsible for the day to day performance of the Support Department and a team of 1st, 2nd and 3rd Line Support Engineers. This is a varied and challenging role in a fast-paced environment that requires a professional, customer focused expert who can lead by example and ensure that customer cases and issues are resolved in a professional and timely manner in accordance with stringent SLA’s. What you’ll bring… Education:
  • A qualification in IT or a related field, or comparable commercial experience
Experience:
  • Previous experience running a customer facing helpdesk or service delivery team in a service provider environment
  • Strong team management and leadership experience
  • Experience of working in cloud-based services/ telephony/ or with contact Centre software is desirable
  • Experience working with and managing clients at all levels

Knowledge, Skills and Abilities:
  • Demonstrate outstanding customer service skills including ownership of complex issues from cradle to grave
  • A track record of consistently exceeding SLA and KPI targets
  • Highly organized with the ability to plan for short, medium. and long-term objectives
  • Excellent written and verbal communication skills, particularly in being able to convey complex technical concepts to a non-technical audience
  • Self-reliant and motivated with a positive, proactive attitude
  • Proven attention to detail, ensuring complex and highly detailed requirements are satisfied to the highest level

Why work for Intrado…

At Intrado, we place a lot of value in giving our clients the solutions and support they need to operate efficiently and successfully. But that same desire to set our customers up for success applies to our employees as well. Our company culture is focused on inclusivity, innovation and empowerment. And our philosophy is simple: positive, successful employees will result in a positive, successful company.

We know that choosing a place to build your career isn’t just about the work you do every day. To make this vision a reality, we help our employees maximize their potential by providing them with training and career opportunities designed to challenge them and cultivate their professional potential. Our employees can take advantage of our own In-House University to grow their professional and personal skills and help forge a successful career within our organisation. Couple this with a strong, team culture and positive work environment you can start every day knowing you are making a difference in a company that values you! What’s next…

Qualified candidates will be contacted by a member of our in-house recruitment team to kick-start the recruitment process (preliminary assessments and/or telephone interview). If you are a possible fit, you will be invited to meet with a few key individuals on-site in order to help you get a full understanding of the team and the position. Our goal is for you to get to know us as we get to know you.

Apply now to join our successful team.

At Intrado we don't just accept difference - we celebrate it, support it, and build success upon it. We are proud to be an equal opportunities employer and no part of this advertisement is intended to discriminate on any grounds.

Job Technical Primary Location United Kingdom-Leicestershire-Leicester Organization Unified Communications Srv GBR Schedule Full-time

Job Posting 06/30/2020, 3:25:40 AM Recruiter CARYS Rhiannydd PICKERILL


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