Customer Support Lead, Accountancy Software, Andover, Hampshire to 50,000 (Hybrid) This is a great role for a Customer Support Lead to join an exciting Software company and to be part of their growth journey. They are recruiting an experienced Customer Support Lead to oversee support for an established portfolio of customers while owning the support a large-scale, multi-site financial management software roll out for a major institutional customer. You will initially lead hypercare and the transition to steady-state Business-As-Usual (BAU) support for this programme, while also overseeing support delivery across the existing customer portfolio. Responsibilities * Own hypercare delivery and the handover to steady-state BAU support and Customer Care, for the current programme and for both existing and future customer support as they arise. * Act as the escalation point for complex or high-priority issues * Provide expert-level support and issue resolution to customers via service desk, email and phone, using diagnostic tools and an ITSM toolset to triage, log and prioritise enquiries. * Own SLA and KPI compliance monitoring (eg First Response Time, CSAT etc * Attend Service Review meetings with customers and their Managed Service Partners (MSPs * Maintain audit-ready governance records, including KPI trend data and a Service Improvement Plan, to support contract management reviews. * We expect to further...
Customer Support Lead in Hampshire employer: Ascend Consulting
Join a dynamic financial software house in North London, where innovation meets collaboration. As a Senior .Net Back End Developer, you'll be part of a small, dedicated team that values your expertise and offers opportunities for professional growth in a supportive work culture. Enjoy the benefits of working with leading brands in retail and media while contributing to cutting-edge financial management systems in a vibrant office environment.
