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- Tasks: Lead a dynamic support team to deliver quick solutions for KOREC customers.
- Company: Join KOREC, a forward-thinking company dedicated to inclusivity and employee growth.
- Benefits: Enjoy competitive salary, bonuses, generous holiday, and a range of employee perks.
- Why this job: Make a real difference by enhancing customer experiences and developing your technical skills.
- Qualifications: Experience in technical support management and strong communication skills.
- Other info: Flexible working environment with opportunities for career advancement.
The predicted salary is between 36000 - 60000 £ per year.
To manage the UK office based technical support team in order to ensure the support provided to KOREC customers (UK & Ireland) calling or emailing provides solutions in the shortest time possible. To liaise with the wider support team to source technical reference materials (documents, videos, white papers, etc.) of potential benefit to customers and to circulate these internally and externally via the KOREC Knowledge Base. To support the technical knowledge of the Operations Team in Huntingdon.
LOCATION: Liverpool office-based, 5 days per week (with flexibility to attend other company or customer locations as required).
RESPONSIBILITIES- Manage the team so that we respond to incoming customer enquiries with the goal to provide a solution in the shortest time possible.
- Monitor the age and allocation of Support Tickets across the Office Support Team and closely track tickets from high value / strategic customers to ensure the highest quality response.
- Ensure the team keep a clear and complete record of Support ticket dialogue in the HappyFox system.
- Ensure the team check and update customer contact information in the Pipedrive CRM.
- Respond directly to incoming enquiries as needed.
- Consult & collaborate with colleagues in other departments regarding customer issues that require their attention.
- Visit Huntingdon regularly to support and upskill the technical capabilities of the Operations Team.
- Keep team and own technical knowledge up to date through self-study and creating/attending training courses.
- To source technical materials useful to colleagues and customers.
- Research and write customer user guides (or videos as appropriate).
- Conduct hardware and software diagnostic and troubleshooting tests.
- Assist with the writing and compilation of training materials and data.
- Carry out other duties and tasks as and when required.
- Comply with Health and Safety regulations to safeguard the interests of the business, our people and customers.
- Call & ticket metrics as current.
- Consistent improvement in satisfaction scores.
At KOREC, we are committed to developing and promoting inclusive behaviours that create and sustain equality of opportunity, fairness, dignity, and mutual respect for all. We offer:
- Tailored induction and ongoing training and development.
- Competitive basic salary coupled with bonus scheme.
- Company car and fuel card for enhanced mobility.
- 23 days’ holiday (plus bank holidays), with service-related increases up to 30 days.
- Pension scheme, Simply Healthcare plan, and life insurance for financial security.
- Generous employee benefits package, including Perkbox Benefits, corporate gym, Cycle to Work scheme, Virgin Media discounts, and Technology Purchase Scheme.
- Employee Assistance Programme and access to mental wellbeing resources.
- Investors in People and Investors in Wellbeing accredited.
Technical Support Manager in Liverpool employer: KOREC Group
Contact Detail:
KOREC Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Manager in Liverpool
✨Tip Number 1
Network like a pro! Reach out to current employees at KOREC on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Technical Support Manager role.
✨Tip Number 2
Prepare for the interview by brushing up on your technical knowledge and customer service skills. Think of examples from your past experiences that showcase how you’ve solved problems quickly and effectively.
✨Tip Number 3
Show your enthusiasm for the role and the company during interviews. Let them know why you’re excited about the opportunity to manage the support team and contribute to KOREC’s mission.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the KOREC team.
We think you need these skills to ace Technical Support Manager in Liverpool
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Technical Support Manager role. Highlight your experience in managing support teams and any relevant technical skills that align with what we’re looking for at KOREC.
Craft a Compelling Cover Letter: Your cover letter should tell us why you’re the perfect fit for this role. Share specific examples of how you've successfully managed customer enquiries and improved support processes in the past.
Showcase Your Problem-Solving Skills: In your application, emphasise your ability to provide solutions quickly. We want to see how you’ve tackled challenges in previous roles and how you can bring that expertise to our team.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at KOREC Group
✨Know Your Tech Inside Out
As a Technical Support Manager, you'll need to demonstrate your technical knowledge. Brush up on the products and services KOREC offers, and be ready to discuss how you would troubleshoot common issues. Familiarise yourself with the HappyFox system and Pipedrive CRM, as these will be crucial in your role.
✨Showcase Your Leadership Skills
Managing a team is a big part of this role, so be prepared to talk about your leadership style. Think of examples where you've successfully led a team, resolved conflicts, or improved team performance. Highlight your ability to motivate and upskill others, especially in a technical environment.
✨Prepare for Customer Scenarios
Expect to be asked about how you would handle specific customer enquiries or support tickets. Prepare some scenarios that showcase your problem-solving skills and your approach to ensuring customer satisfaction. This will show that you understand the importance of quick and effective solutions.
✨Research and Ask Questions
Do your homework on KOREC and its culture. Understand their commitment to inclusivity and employee development. Prepare thoughtful questions about the company’s approach to training and support, as this shows your genuine interest in the role and aligns with their values.
