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For Companies At a Glance
- Tasks: Lead and coach a team to deliver top-notch technical support and customer service.
- Company: Join BitTitan, a leader in tech solutions with a focus on customer satisfaction.
- Benefits: Enjoy competitive pay, flexible hours, and opportunities for professional growth.
- Why this job: Make a real difference by improving customer experiences and leading a dynamic team.
- Qualifications: Experience in customer support and a knack for mentoring and coaching others.
- Other info: Be part of a collaborative environment with a focus on innovation and efficiency.
The predicted salary is between 28800 - 48000 £ per year.
BitTitan is seeking a Technical Support Manager for our BitTitan Global Technical Support Team. This manager leads and coaches a team of technical professionals to ensure high-quality customer service and timely resolution of technical issues. The ideal candidate will develop and promote process, quality, and management of the team to deliver exceptional customer experience by way of timely customer responses and quality resolutions.
Core Responsibilities
- Team Leadership: Recruit, motivate, and build a team of agents able to effectively deliver support under your management. Mentor technical staff; manage daily work assignments and schedules. Exhibit a positive and can-do attitude.
- Coaching: Responsible for the assessment, coaching, mentoring, and training needs of the Technical Support team, ensuring a high level of support and customer engagement is provided to our customers.
- Process Improvement: Design and implement support policies, procedures, and workflows to improve resolution times and customer satisfaction (CSAT). Develop strategic oversight of the team's performance, and operational efficiency rather than just solving individual tickets.
- Performance Tracking: Actively evaluate staffing levels, methods, and communications strategies to ensure execution of responses. Monitor key performance indicators (KPIs) like first-response time, ticket resolution rates, and backlog volume.
- Stakeholder Collaboration: Partner with Product and Engineering departments to relay customer feedback and prioritise bug fixes or new features.
- Escalation Management: Act as the primary point of contact for complex customer issues that cannot be resolved by frontline staff.
Technical Qualifications
- General understanding of Google Workspace and Microsoft 365 data migration.
- Knowledge of email/networking protocols such as SMTP, EWS, NRPC, IMAP, DNS, and RFCs.
- Knowledge of email/collaboration platforms such as Microsoft 365 (Exchange Server and Exchange Online; Active Directory and Entra; SharePoint; OneDrive; Teams) and Google Workspace, GroupWise, Zimbra, IMAP email systems, etc.
Contract duration of more than 6 months, with 40 hours per week.
Mandatory skills: Customer Support, Ticketing System, Technical Support, Incident Management, Customer Service, Communication Etiquette, Online Chat Support, Email Communication, System Configuration.
Technical Support Team Manager – Tier 1 employer: FreelanceJobs
Contact Detail:
FreelanceJobs Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Team Manager – Tier 1
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or other platforms. Let them know you're on the lookout for a Technical Support Team Manager role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by practising common questions related to team leadership and customer support. Think about your past experiences and how they align with the role at BitTitan. We want you to shine when it comes to showcasing your skills!
✨Tip Number 3
Don’t forget to research BitTitan! Understanding their products and culture will help you tailor your responses during interviews. Show them you’re genuinely interested in being part of their team and improving customer experience.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us. Let’s get you that Technical Support Team Manager position!
We think you need these skills to ace Technical Support Team Manager – Tier 1
Some tips for your application 🫡
Show Your Leadership Skills: When applying, make sure to highlight your experience in leading and coaching teams. We want to see how you've motivated others and improved their performance, so share specific examples that showcase your ability to build a strong team.
Emphasise Process Improvement: Talk about any processes you've designed or improved in previous roles. We love candidates who can think critically about workflows and have a knack for enhancing customer satisfaction, so don’t hold back on those success stories!
Be Clear About Technical Know-How: Since this role requires a solid understanding of various technical platforms, make sure to mention your familiarity with Google Workspace and Microsoft 365. We’re looking for someone who can hit the ground running, so detail your technical qualifications clearly.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at FreelanceJobs
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Google Workspace and Microsoft 365, as well as the relevant email and networking protocols. Being able to discuss these topics confidently will show that you're not just a manager but also technically savvy.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led and motivated teams in the past. Think about specific situations where you coached team members or improved processes, as this will demonstrate your ability to manage and inspire a technical support team.
✨Emphasise Customer Experience
Be ready to discuss how you’ve enhanced customer satisfaction in previous roles. Highlight any strategies you've implemented to improve response times and resolution rates, as this aligns perfectly with the role's focus on delivering exceptional customer service.
✨Prepare for Scenario-Based Questions
Expect questions that put you in real-life situations, like handling escalated issues or managing team performance. Practising your responses to these scenarios will help you articulate your thought process and decision-making skills effectively.
