At a Glance
- 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.
- Other info: Flexible working environment with opportunities for career advancement.
- 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.
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
KOREC is an exceptional employer that prioritises employee development and well-being, offering tailored training and a supportive work culture in our Liverpool office. With competitive salaries, generous holiday allowances, and a comprehensive benefits package, we ensure our team members feel valued and empowered to grow in their roles while contributing to meaningful customer solutions.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Manager in Liverpool
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at KOREC Group. 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 KOREC Group 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 Manager in Liverpool
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 KOREC Group:Your cover letter is your chance to shine! Tell us why you want to work at KOREC Group 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 KOREC Group!
How to prepare for a job interview at KOREC Group
✨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.
