At a Glance
- Tasks: Lead a support team while solving technical customer issues hands-on.
- Company: Friendly tech company focused on excellent customer support.
- Benefits: Competitive salary, supportive environment, and opportunities for professional growth.
- Other info: Quick application review process with a welcoming workplace culture.
- Why this job: Make a real impact by leading a team and tackling complex technical challenges.
- Qualifications: Experience in technical support and team leadership required.
The predicted salary is between 35000 - 45000 £ per year.
Our client is looking for a hands-on Technical Helpdesk Supervisor to lead a small support team while remaining actively involved in solving technical customer issues. This is a great opportunity for an experienced Technical Support professional who enjoys a mix of people leadership and technical troubleshooting. Managing a team of two Support Technicians, you will help maintain excellent support standards, improve helpdesk processes and act as the escalation point for more complex technical challenges. This is not a role for someone looking to step away from technical support — our client is looking for someone who enjoys leading from the front, supporting their team and getting involved when issues require deeper investigation.
The Role
- Key responsibilities will include:
- Team Leadership & Support
- Lead, mentor and support a team of two Support Technicians.
- Help create a positive team environment focused on learning, collaboration and continuous improvement.
- Support the team with prioritising workloads, managing escalations and maintaining high service standards.
- Share knowledge and help develop technical skills across the team.
- Technical Helpdesk Support
- Act as the escalation point for more complex technical issues involving satellite hardware, cellular IoT devices, networking and connectivity.
- Get involved in troubleshooting firmware issues, hardware faults, software problems and network-related incidents.
- Diagnose issues across hardware and software platforms, working towards effective and long-term solutions.
- Support the development of internal documentation and customer-facing help centre articles.
- Customer Experience & Improvement
- Ensure customers receive fast, accurate and empathetic support.
- Work closely with Product, Engineering and Sales teams to share customer feedback and help drive improvements.
- Identify opportunities to improve ticketing systems, workflows and overall support processes.
The Ideal Candidate
- The successful candidate will ideally have:
- Previous experience within a technical helpdesk, service desk or technical support environment, with some experience supervising or mentoring others.
- A strong technical background with experience supporting hardware and software solutions.
- Exposure to areas such as networking, telecommunications, satellite communications, IoT devices or connected technologies would be highly beneficial.
- The ability to troubleshoot complex technical issues and confidently work across hardware/software interfaces.
- Experience handling customer escalations and delivering excellent customer experiences.
- Strong communication skills, with the ability to explain technical information clearly to both technical and non-technical audiences.
About You
You will be someone who enjoys solving problems, supporting customers and helping others develop. You won’t just delegate tasks — you will lead by example and be comfortable stepping in to help your team when required. You’ll have a naturally curious approach, enjoy investigating technical challenges and take pride in finding the root cause of issues. Just as importantly, you’ll be able to communicate complex technical problems in a clear and reassuring way for customers.
Additional Information
Our client offers a friendly, down-to-earth and professional working environment where people enjoy coming to work and take pride in delivering great customer support. Applications will be reviewed quickly, and shortlisted candidates will be contacted within three working days. If you have not heard from us within this time, unfortunately your application has not been successful on this occasion.
Technical Support Supervisor in Brighton employer: Hartley Resourcing
Hartley Resourcing is an excellent employer, offering a supportive work culture that values collaboration and professional development. As a Finance Assistant, you will benefit from ongoing training opportunities and the chance to grow within the finance sector, all while working in a dynamic environment in the United Kingdom that encourages innovation and efficiency.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Supervisor in Brighton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hartley Resourcing. 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 Hartley Resourcing 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 Supervisor in Brighton
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 Hartley Resourcing:Your cover letter is your chance to shine! Tell us why you want to work at Hartley Resourcing 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 Hartley Resourcing!
How to prepare for a job interview at Hartley Resourcing
✨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.
