Customer Support Team Manager - Software

This is a fantastic opportunity to join a unique multi-channel business which enables their customers to send intelligent newsletters, e-mails, SMS & Direct Mail to mention just a few features from one platform.

They offering an exciting career development opportunity for a highly motivated Customer Support Team Manager to join a growing support team. Based at the Head Office just outside Derby, for the right applicant, there is a competitive starting salary, exciting challenges, and a great working environment.

About the Role:

The Customer Support Team Manager is responsible for monitoring & mentoring their team of IT Support Analysts, ensuring they provide high quality web and telephone support to the customers for their software solution built on a .net platform. The team is also expected to train and teach a diverse audience in all aspects of the software. They work with a wide variety of customers from global partners to independent professionals around the world.

For each and every customer, you & your team devote the same high level of professionalism and quality support service that the company has become renowned for.

Key responsibilities include:

- Monitor & Assist the Customer Support team ensuring they achieve their targets
- Supporting customers on the Software Product suite
- Working with the development team to investigate and resolve software faults

About you

They are looking for an experienced customer focused candidate with excellent abilities supporting a software product. You'll be able to work independently and lead a team, you're highly motivated and looking to pursue a career in a Support management role.

Requirements:

- A proven track record managing customer focused Support teams
- 5+ years in a Customer Support role, and 2+ years in a leadership role
- 2-3 years commercial experience supporting enterprise level Microsoft .Net web applications
- Impeccable communication skills
- The ability to champion customer advocacy with an eye toward organisational goals
- Experience planning, driving, and managing technically and professionally complex implementations
- Successful leadership in aligning cross-functional teams to ensure customer success
- A successful record of driving teams towards customer satisfaction, and retention metrics
- A highly creative and analytical approach
- The desire to roll up your sleeves and "make it happen"
- Strong SQL skills
- Using and enhancing Ticketing Systems
- PC/Laptop support - hardware diagnostics

Preferred Qualifications & Interests:

- Relevant e-marketing / Technical experience in an managerial role
- Experience in working with CRM systems to manage team workflow
- Experience with basic project management
- Networking
- Hardware
- HTML / CSS / JavaScript
- C# / ASP.Net

To apply please send a copy of your covering letter within your CV detailing exactly why you'd like to work for this company and what you can bring to the role. You will receive benefits including 22 days holiday (increasing yearly) + bank holidays, Half yearly bonus scheme with Free on-site parking.

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