Technical Support Manager

We are a fast-growing organisation with an award-winning SaaS solution for fleet and driver risk management. CameraMatics SafeDrive is a disruptive technology in an exciting phase of growth as we continue to expand our business operations and reach new markets across the world. We provide a service based on camera technology, vision systems, AI, Machine Learning and Telematics, which helps fleet operators to drive new safety standards across their fleet and drivers, reduce accidents, improve operational efficiencies, and manage compliance, whilst giving them complete visibility and peace of mind for today’s challenges in fleet operations.

At CameraMatics you will find an exciting opportunity to work for a young dynamic tech company with team members across the world. Our culture fosters open and collaborative environments where our team and individual accomplishments are celebrated and encouraged. We work together as a friendly and supportive team who are willing to assist each other and share best practices to achieve team success.

As our Technical Support Manager, you'll be the driving force behind our customer's success. You'll not only resolve complex technical issues related to our fleet management solutions, but you'll also lead and mentor a team of dedicated support specialists.

Location: Hybrid – must be able to commute to our office in Sidcup, London.

Core Responsibilities:

• Technical Expertise: Be the go-to expert for all things Cameramatics, from software and hardware troubleshooting to connectivity and integration support. Empower your team to deliver swift and effective support to our customers.
• Team Leadership: Build, coach, and inspire a high-performing technical support team. Foster a culture of collaboration, continuous learning, and exceptional customer service.
• Performance Management: Set and monitor key performance indicators (KPIs) for the team to ensure adherence to service level agreements (SLAs) and drive continuous improvement.
• Process Optimization: Streamline workflows, implement best practices, and ensure seamless support experiences for our customers.
• Customer Advocacy: Build strong relationships with customers, understand their unique needs, and ensure their satisfaction with our products and services.
• Data-Driven Decisions: Monitor support metrics, analyze trends, and leverage data to continuously improve team performance and customer satisfaction.
• Lead Change: Where escalations are raised, go beyond surface-level troubleshooting, understand the ‘why’, conduct an RCA and lead process change.

Requirements:

• Proven Technical Skills: A strong technical background, preferably with experience in fleet telematics, video solutions, or similar technologies.
• Methodical: Strong understanding of computer systems, networking, and troubleshooting methodologies.
• Leadership Abilities: A track record of leading and mentoring technical teams, fostering a positive and collaborative environment.
• Customer-Centric Approach: A genuine passion for helping customers and resolving their issues efficiently and effectively.
• Excellent Communication: Strong written and verbal communication skills, with the ability to explain complex technical concepts clearly and concisely.
• Problem-Solving Mindset: Ability to stay calm and focused under pressure, diagnosing and resolving technical issues with a methodical approach.
• Self-Starter: You take the initiative, you are comfortable dealing with ambiguity in a fast-paced environment.

What We Offer in Return:

• Competitive Salary & Benefits: We offer a comprehensive benefits package, including health insurance, pension, and bonus opportunities.
• Professional Development: We invest in your growth, providing opportunities for continuous learning and career advancement.
• Collaborative Environment: Join a supportive and inclusive team that values innovation and teamwork.

If you are passionate about technology, enjoy solving technical problems, and providing exceptional customer service, we'd love to hear from you. Apply today and become a key contributor to our mission of delivering exceptional technical support and ensuring the safety and efficiency of fleets worldwide.