At a Glance
- Tasks: Lead a dynamic team to deliver top-notch technical support and drive service improvements.
- Company: Join a forward-thinking tech company based in Cambridge, UK.
- Benefits: Competitive salary, career development opportunities, and a supportive work environment.
- Other info: Thriving workplace with opportunities for growth and innovation.
- Why this job: Make a real difference by enhancing customer experiences and leading a passionate team.
- Qualifications: Experience in B2B tech support and strong leadership skills are essential.
The predicted salary is between 38250 - 46750 £ per year.
We are seeking an experienced, customer-focused Technical Support Manager to lead our Technical Support function from our Cambridge, UK headquarters, taking a proactive, hands-on approach to driving service improvements and setting a positive pace for the team.
The Technical Support Manager is responsible for ensuring the delivery of exceptional 1st and 2nd Line Support services globally while driving operational excellence, customer satisfaction, team development, and continuous improvement.
This role requires a deep understanding of customers' technical needs, the judgement to identify the most effective resolution, and a commitment to delivering a premium customer experience.
The ability to drive team performance and continuous improvement is a must.
The role
We are seeking an experienced, customer-focused Technical Support Manager to lead our Technical Support function from our Cambridge, UK headquarters, taking a proactive, hands-on approach to driving service improvements and setting a positive pace for the team.
The Technical Support Manager is responsible for ensuring the delivery of exceptional 1st and 2nd Line Support services globally while driving operational excellence, customer satisfaction, team development, and continuous improvement.
This role requires a deep understanding of customers' technical needs, the judgement to identify the most effective resolution, and a commitment to delivering a premium customer experience.
The ability to drive team performance and continuous improvement is a must.
Skills & experience
A background in customer-facing B2B technology environments is essential, with experience supporting business customers through complex technical queries and resolutions.
The successful candidate will have
- First-class understanding of IP networking concepts, including addressing, protocols, switching, and troubleshooting.
- Proven ability to lead, motivate, and develop technical teams in a customer-focused environment.
- Strong organizational and time-management skills, with the ability to balance competing priorities effectively.
- An ability to perform effectively under pressure, making sound decisions in high-priority situations.
- Experience of delegating tasks appropriately, maintaining accountability, and escalating issues when required.
- Excellent verbal and written communication skills, with a professional and confident customer-facing manner.
- Proficient experience in the use of service desk software and processes, ticketing systems and service management platforms, CRM and Knowledge Bases.
Practical working experience with Microsoft Office applications, Adobe Acrobat and modern operating systems.
- Degree-level qualification in a relevant discipline, or equivalent industry experience
- #J-18808-Ljbffr
Technical Support Manager in Cambridge employer: Adder Technology
As a leading technology firm in Cambridge, we pride ourselves on fostering a dynamic and innovative work culture that empowers our employees to excel. With a strong focus on professional development and collaboration, we offer competitive packages and flexible hybrid working arrangements, making it an ideal environment for those looking to make a meaningful impact in the field of electronics and FPGA innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Manager in Cambridge
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Adder Technology. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Adder Technology before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support Manager in Cambridge
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Adder Technology:Your cover letter is your chance to shine! Tell us why you want to work at Adder Technology specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Adder Technology!
How to prepare for a job interview at Adder Technology
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
