Client Technical Support Manager

We are seeking a skilled and experienced individual to establish and lead LHT's technical support function from the ground up. The successful candidate will be responsible for designing, implementing, and managing all processes, systems, and personnel required to deliver exceptional first-line technical support to our clients through accuracy, efficiency, data driven decision making and technical acumen. The Technical Support Manager (TSM) will be expected to become a subject matter expert in LHT products and the way they are implemented and used by clients. The TSM will use this knowledge to develop and execute a comprehensive strategy for building and managing a technical support function within the business. The TSM will act as the first point of contact for LHT product technical support for clients and colleagues and will be comfortable standardising and documenting complex processes, owning and delivering key initiatives and client technical support communications, ensuring a positive resolution for LHT clients.

Responsibilities

• Define, create and implement new first-line technical support processes and systems.
• Develop and execute a comprehensive strategy for building and managing a technical support function.
• Design, document, implement and report on efficient and effective technical support processes and procedures, owning and analysing these for success.
• Select, implement, maintain and report on the necessary tools and systems to enable the technical support function to operate effectively (e.g. ticketing systems and knowledge bases).
• Establish and monitor KPIs and SLAs pertaining to technical support services.
• Work with the Product, Development, Sales and Client Services teams to understand and document clients' technical and operational environments to enable LHT to deliver the optimal solution set-up and service to technically onboard them within project deadlines.
• Be the key technical lead and escalation point for pre-sales and onboarding activities.
• Support the creation of client demonstrations, presentations, technical FAQs, training, product notes and user guides.
• Collect information relating to client requirements pertaining to technical support and integration requests.
• React and respond positively to day-to-day incidents and changes related to technical support and onboarding issues, owning all technical support tickets and resolving as many as possible independently whilst escalating to the appropriate team for resolution when required.
• Monitor, prioritise and manage technical support ticket request queues, co-ordinating activities required by other teams to resolve issues in a timely manner.
• Manage all technical support-related communications with clients to ensure all SLAs are met, liaising with clients to explore issues, request additional information and provide status updates.
• Create and maintain a client technical support knowledge base, working with members of the wider team to understand which processes can be brought into the technical support function.
• Analyse dashboards and technical support tickets to identify and implement process and knowledge base improvements.
• Be a strong advocate of a continuous improvement ethos within the team, always evolving and improving existing technical support tasks and support request automation.
• Undertake administrative tasks needed to deliver support services to clients.
• Gain a basic awareness and knowledge of the wider business processes which help LHT assist its clients in delivering their business goals.
• Assist with the creation of knowledge articles and internal training materials to support the business and the technical understanding of other team members.
• Ensure that any risks are raised with senior management or via standard processes.
• Ensure clients' data is secure and properly managed.

Qualifications

• Strong understanding of technical support best practices, processes, and tools.
• Strong problem-solving and technical troubleshooting skills and attention to detail with the ability to think strategically and execute tactically.
• Good technical understanding of API, data driven and web-based platforms that support B2B sales activities integrated into real-time environments.
• Experience of technically onboarding clients, configuring and troubleshooting API based integrated solutions.
• Customer-centric mindset with the ability to communicate effectively with both clients and internal stakeholders at a technical and non-technical level.
• Able to follow, adhere to and produce documented instructions, processes and standards.
• Able to manage own workload and the expectations of stakeholders.
• Confident in seeking the support of peers and management as required.
• Experience with Microsoft Office, SharePoint, JIRA, Confluence and technical support ticketing systems.
• Extremely competent at processing documented requests including the most complex types where analysis skills may be required.
• Awareness of and proficiency in executing and adhering to department processes for which training has been provided.
• Works well within a team environment, helping colleagues to achieve team goals.

Desirable:

• Exposure to programming languages, basic knowledge of SQL and a strong technical background including an understanding of cloud technologies.
• Previous experience in a client-facing technical support role and having helped build out a technical support function and team.
• Customer experience qualifications.