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- Tasks: Lead the Product Support team to deliver top-notch customer service and solve problems effectively.
- Company: Join tlmNexus, a dynamic company focused on providing exceptional support and solutions to customers.
- Benefits: Enjoy a hybrid work model with flexibility, plus opportunities for professional growth and training.
- Why this job: Be part of a collaborative culture that values customer satisfaction and continuous improvement.
- Qualifications: Experience in ITIL Support Service Delivery and strong leadership skills are essential.
- Other info: Regular travel to customer sites and a focus on compliance and efficiency.
The predicted salary is between 36000 - 60000 £ per year.
We are looking for someone who has a strong customer service focus. Someone is proactive, dynamic and wants to meet with the customers and ensure that the Product Support team provide the best support to meet the customers\’ desires.
Location: Hybrid, working from the Brighton office and home, with regular travel to customer sites.
Hours: 37.5 hours per week, Monday to Friday, to be worked flexibly in line with team, customer and company needs
Job Purpose:
The Product Support Lead is responsible for providing a best-in-class Service Desk experience for our customers. They own the end-to-end problem solving process, liaising with various departments in the company to satisfy the customers’ needs and provide a value-added service for them.
Responsibilities:
- Provide our customers with evidence and data in support of the SLA, attend regular customer service and support meetings on site and remotely on behalf of tlmNexus.
- Liaise with other departments in the production of proposals and service offerings for new opportunities, attend face to face meetings at customer sites as required.
- Own and deliver the service level agreements (SLAs) agreed contractually with customers.
- Manage and present monthly reports for the senior management team and internal stakeholders.
- Manage the Product Support team within a resource budget to ensure the tickets are resolved in a timely manner.
- Accountable for customer business continuity and uptime of hardware, software and service desk.
- Responsible for all compliance activities and documentation in Product Support.
- Provide an annual training plan for PST employees by liaison with HR and peers to ensure the PST is focussed and ready for future demands.
- Ensure that every member of the support team is trained to be Suitably Qualified and Experienced Person (SQEP) as new tools and services are introduced from time to time. Maintain or revoke that approval as required.
- Manage resources and roles within the team to maintain a multi-disciplinary workforce capable of managing in-service support within SLA.
- Liaise with the Programme Management Office (PMO) to offer burst capacity to the programme if requested whilst ensuring the SLA is not compromised.
- Provide a team that is capable of high and low demand use during holiday cover, sickness and during the SLA window.
- Focussing on continuous improvement measures, drive out inefficiencies and reduce ticket processing times by adopting improved processes and passing continuous improvements to Product management and technical.
- Provide a product support service that meets all tlmNexus compliance and contractual obligations.
Person Specification
Experience Knowledge and Skills
Essential:
- Ability to represent tlmNexus with senior customer stakeholders in face to face on site meetings and in escalation calls.
- Customer centric approach to Product Support.
- Possess a thorough and enthusiastic approach to stakeholder management and value driven Service Desk Support.
- Experience working in an ITIL Support Service Delivery environment, supporting either cloud, SaaS, Enterprise or bespoke applications.
- Extensive managerial expertise, having previously managed a team within software technical functions.
- Strong problem-solving ability with a focus on managing business outcomes through collaboration with multiple internal and external stakeholders.
Desirable:
- ITIL V4 Foundation level
- Formal Agile or Lean training.
- Formal qualifications at degree level related to the SDLC
- Understanding of compliance issues in the SDLC including Security, Safety, Confidentiality, Availability and Integrity.
Product Support Lead employer: tlmNexus Ltd
Contact Detail:
tlmNexus Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Product Support Lead
✨Tip Number 1
Make sure to showcase your customer service experience during interviews. Highlight specific instances where you successfully resolved customer issues or improved service delivery, as this aligns perfectly with the role's focus on a customer-centric approach.
✨Tip Number 2
Familiarize yourself with ITIL principles and be prepared to discuss how you've applied them in previous roles. This will demonstrate your understanding of the support service delivery environment, which is crucial for the Product Support Lead position.
✨Tip Number 3
Network with current or former employees of tlmNexus to gain insights into the company culture and expectations. This can help you tailor your approach and show that you're proactive about understanding the organization.
✨Tip Number 4
Prepare to discuss your experience in managing teams and driving continuous improvement. Be ready to share examples of how you've led teams to enhance efficiency and reduce ticket processing times, as this is a key responsibility of the role.
We think you need these skills to ace Product Support Lead
Some tips for your application 🫡
Highlight Customer Service Experience: Make sure to emphasize your previous experience in customer service roles. Provide specific examples of how you've successfully managed customer relationships and resolved issues, showcasing your customer-centric approach.
Demonstrate Problem-Solving Skills: Include examples that illustrate your strong problem-solving abilities. Describe situations where you collaborated with various stakeholders to achieve positive outcomes, particularly in a technical support environment.
Showcase Management Experience: Detail your managerial experience, especially in leading teams within software technical functions. Highlight any relevant achievements or improvements you implemented while managing a team.
Tailor Your Application: Customize your CV and cover letter to align with the job description. Use keywords from the job posting, such as 'ITIL Support Service Delivery' and 'stakeholder management', to demonstrate your fit for the role.
How to prepare for a job interview at tlmNexus Ltd
✨Show Your Customer-Centric Mindset
Make sure to highlight your experience in customer service during the interview. Share specific examples of how you've gone above and beyond to meet customer needs, as this role requires a strong focus on customer satisfaction.
✨Demonstrate Problem-Solving Skills
Prepare to discuss your approach to problem-solving. Think of scenarios where you successfully resolved issues by collaborating with different teams. This will showcase your ability to manage business outcomes effectively.
✨Familiarize Yourself with ITIL Practices
Since the role involves working in an ITIL Support Service Delivery environment, brush up on ITIL principles and be ready to discuss how you've applied them in previous roles. This knowledge will be crucial for demonstrating your fit for the position.
✨Prepare for Stakeholder Management Questions
Expect questions about your experience with stakeholder management. Be ready to share how you've built relationships with senior stakeholders and how you handle escalations, as this is key to representing the company effectively.
