FINTEC recruit is pleased to present this opportunity of Support Team Lead for our sustainable solutions focused client. This is a permanent, full-time role with flexible hybrid working arrangements. You will be responsible for providing product and customer support services for our client's environmental sustainable operations. You will have experience of working with large brands. Salary commensurate with experience, plus bonus structure, company car/allowance and benefits package. This role will be initially home based with options of office based work if desired. You will be experienced in building support service teams capable of supporting global customers.
Responsibilities of the Support Team Lead include:
Understanding products in detail and establishing a relationship with customers.
Ensuring that all customer issues are recorded and tracked.
Implementing a Major Incident Management process; creating root-cause analysis reports for any major incidents
Production and maintenance of service reports, using dashboards for internal use
Ensuring that support tools are used effectively.Essential skills and experience required for the Support Team Lead:
Qualification in a Computer Science, Engineering, Information Technology, or previous experience working in a support role of a software business.
5+ years of industry experience within a support function in a product business.
Experience in building support service teams, incorporating global customers.
Familiarity with ITIL principles, specifically incident, problem, and change management.
Knowledge of Jira and Confluence
Familiarity and knowledge of support tooling, such as Zendesk.
Experience in a customer focused role.Further details of the Support Team Lead role are available on application. To apply, please submit your current CV to FINTEC recruit