At a Glance
- Tasks: Lead a dynamic team to provide top-notch technical support and improve customer satisfaction.
- Company: Join a forward-thinking company that values collaboration and innovation.
- Benefits: Enjoy competitive pay, professional growth opportunities, and a supportive work culture.
- Other info: Be part of a vibrant team with excellent career advancement potential.
- Why this job: Make a real difference by mentoring others and solving complex technical challenges.
- Qualifications: 7+ years in tech, leadership experience, and a background in geo-sciences preferred.
The predicted salary is between 56700 - 69300 £ per year.
Role
As a Technical Support Team Lead, you will oversee the EMEA Global Technical Support Team (GTST), ensuring they provide exceptional service to our end-users. This role combines deep technical expertise with a strong focus on leadership, team collaboration and support. Your primary responsibilities will include managing daily operations, technical support, mentoring team members, technical leadership, and implementing strategies to improve customer satisfaction.
You will act as a liaison between the support and other departments, ensuring seamless communication and efficient problem resolution. Your leadership will be crucial in maintaining high performance standards and fostering a positive work environment.
You will provide hands-on technical support for complex cases to ensure that customer inquiries are handled professionally, efficiently, and in a timely manner.
Duties and responsibilities
Leadership
- Lead, support, and coach the EMEA GTST within defined targets.
- Monitor and evaluate team performance, providing feedback and coaching.
- Develop and implement support processes and best practices.
- Handle escalated customer issues and ensure timely resolution.
- Collaborate with the Global Support Team and other departments to address customer needs and improve service delivery.
- Prepare and present regular reports on team performance and customer feedback.
- Supporting the Recruitment, training and onboarding of new team members.
- Maintain coverage calendar.
Technical Support
- Deal directly with customer to provide accurate and timely resolutions to their inquiries, primarily by email, telephone, or remote sessions.
- Act as the central liaison for highly complex support cases, effectively managing resources and coordinating technical troubleshooting across various departments and organizational levels
- Act as a Subject Matter Expert (SME) on the team for 2 products.
- Efficiently prioritize and triage technical support requests based on the issues presented.
Continuous Improvement
- Drive the continuous improvement of team capabilities by actively facilitating professional development plans, offering targeted coaching, and conducting regular performance reviews
- Look for opportunities to improve processes and, where appropriate, design a solution and champion its adoption.
- Collaborate with cross-functional partners to address procedural, policy, or standard gaps exposed by escalated issues, ensuring the implementation of long-term preventative measures.
- Develop team capabilities by strategically delegating support-related initiatives, providing coaching and oversight to ensure successful project implementation
- Develop and implement strategies to address knowledge and process gaps within the team.
Maintain Service Levels
- Work with the escalated technical staff, sales, and development teams to establishing suitable service levels for Seequent’s customers.
- Contribute to the design and build of effective global, cross-functional resources to maintain agreed services levels affordably and effectively.
Creation of Self-Help Content
- Using the principles of KCS (Knowledge Centred Support), contribute to the creation of structured, re-usable content for the knowledge base.
- Contribute to the establishment and application of content quality standards, ensuring all customer-facing materials are technically accurate, brand-aligned, and easy for non-technical users to understand.
Qualifications
- Minimum 7 years’ experience in a technical role + early leadership exposure
- Post-secondary degree in Geology, Geophysics, or another geo-science discipline.
- 5 years in a Technical Support role is an asset.
- 3 to 5 years of experience in the exploration or mining industry is an asset.
Professional Competencies:
- Strong communication and interpersonal skills.
- Proven ability to manage and motivate a team while cultivating a positive, engaging, and highly productive work environment.
- Be approachable, supportive, and inclusive, and demonstrate integrity, fairness, and a high level of professionalism.
- Excellent problem-solving and conflict resolution abilities.
- Highly developed customer service orientation.
- Excellent English language communication skills, both verbal and written.
- Excellent analytical, trouble-shooting and problem-solving skills with a focus on quickly identifying and resolving customer issues.
- Keen organizational skills with the ability to multi-task and prioritize conflicting demands effectively under tight time constraints.
- Ability to establish effective working relationships and collaborative work approaches with internal and external contacts.
- Must be self-motivated and able to work with minimum supervision.
- Knowledge and Technical Skills:
- Highly computer literate.
- Proficient in a variety of Seequent applications.
- Advanced knowledge of multiple Seequent products
Team Lead, Technical Support employer: Bentley Systems
Bentley Systems is an exceptional employer, offering a dynamic work environment in the Greater London area where innovation meets collaboration. With a strong focus on employee growth, you will have access to continuous professional development opportunities and a supportive culture that values your contributions. Join us to be part of a team that not only drives impactful asset management solutions but also prioritises work-life balance and client satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Team Lead, Technical Support
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Bentley Systems. 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 Bentley Systems 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 Team Lead, Technical Support
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 Bentley Systems:Your cover letter is your chance to shine! Tell us why you want to work at Bentley Systems 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 Bentley Systems!
How to prepare for a job interview at Bentley Systems
✨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.
