Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead a dynamic tech support team, solving customer issues and ensuring satisfaction.
- Company: Join a fast-growing business in Tunbridge Wells focused on innovation and customer service.
- Benefits: Enjoy hybrid work, free parking, private medical insurance, and 25 days holiday.
- Why this job: This role offers career progression and the chance to make a real impact.
- Qualifications: Experience in tech roles and leadership, with strong problem-solving and communication skills.
- Other info: Work Monday to Friday, 9 am-5 pm, in a supportive and collaborative environment.
The predicted salary is between 30000 - 42000 £ per year.
1st line of Technical Support Team Leader needed for a fast-growing business in Tunbridge Wells. An accountable, driven self-starter who has an aptitude for problem solving and passion for customer service. The ideal candidate will have a strong technical background and possess excellent abilities to effectively lead and support the Technical Support Team.
Key Responsibilities
- Lead and manage the 1st Line Technical Support team, providing guidance, training, support and team absence management as needed.
- Serve as the primary point of technical escalation for complex customer issues, ensuring timely resolution and customer satisfaction. Escalating complex issues to 2nd Line for further investigation and resolution.
- Monitor call and ticket volumes, prioritise tasks, and allocate resources effectively to meet customer needs and ensure SLAs are being met.
- Generate reports on technical issues and trends, providing insights to senior management for continuous improvement.
- Generate various reports for customers (specific to their needs) and the Operations Manager regarding tickets.
- Work closely with the operations team to identify ways of reducing service costs and promoting efficiencies within the support/service team.
- Collaborate with the Product Group to provide feedback on technical issues identified in the field and participate in product training sessions.
- Work closely with account management to ensure seamless communication and support for key customers.
Other responsibilities
- Provide technical assistance and support to customers via phone, email, and chat channels.
- Process and complete tickets when required to assist the team with meeting targets/SLAs.
- Diagnose and troubleshoot technical issues related to our products and IoT devices.
- Document customer interactions, including issue details, troubleshooting steps, and resolutions, in our ticketing system.
- Collaborate with internal teams, including the Product Group and Account Management, to address customer concerns and provide feedback on product performance.
- Stay up to date on product features, enhancements, and troubleshooting techniques through ongoing training and self-study.
- Participate in team meetings and training sessions to share knowledge and improve overall support efficiency.
Requirements:
- Proven experience in a technical role, with a strong understanding of IoT devices.
- Previous experience working in a leadership or management capacity, preferably with a small, close-knit team.
- Excellent problem-solving skills and the ability to handle complex technical issues with ease.
- Customer-centric mindset with a strong focus on delivering exceptional service and support.
- Effective communication skills, both verbal and written, with the ability to interface with customers and internal stakeholders.
- Ability to work in a fast-paced environment and adapt to changing priorities.
- Proficient in Microsoft 365 and strong Excel skills.
Perks of the Role
- Hybrid working model, Monday-Friday only 9 am-5 pm
- Free parking on site
- Health Assured Employee Assistance Programme (EAP)
- Private Medical Insurance
- 25 days of holiday plus Bank Holidays
- Life Assurance (x4 salary)
- Pension
This role offers a genuine career opportunity for progression within the company. If you are a strategic thinker, relationship builder, and results-driven individual please apply with your CV today.
1st Line Tech Support Team Leader employer: Vermelo RPO
Contact Detail:
Vermelo RPO Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line Tech Support Team Leader
✨Tip Number 1
Familiarise yourself with the latest IoT devices and technologies. Being well-versed in these areas will not only boost your confidence during interviews but also demonstrate your passion and commitment to the role.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed a team or resolved conflicts in the past. This will help you stand out as a candidate who can effectively lead the 1st Line Technical Support team.
✨Tip Number 3
Research StudySmarter's company culture and values. Understanding our mission and how we operate will allow you to tailor your responses during the interview, showing that you're a great fit for our team.
✨Tip Number 4
Prepare insightful questions about the role and the team dynamics. This not only shows your interest in the position but also gives you a chance to assess if this is the right environment for you.
We think you need these skills to ace 1st Line Tech Support Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your technical background and leadership experience. Emphasise any previous roles where you managed a team or provided technical support, as this is crucial for the 1st Line Tech Support Team Leader position.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and problem-solving skills. Mention specific examples of how you've successfully led a team or resolved complex technical issues in the past.
Highlight Relevant Skills: In your application, clearly outline your proficiency in Microsoft 365 and Excel, as well as your understanding of IoT devices. These skills are essential for the role and should be prominently featured.
Showcase Your Customer-Centric Mindset: Demonstrate your commitment to exceptional customer service in your application. Provide examples of how you've gone above and beyond to ensure customer satisfaction in previous roles.
How to prepare for a job interview at Vermelo RPO
✨Showcase Your Leadership Skills
As a 1st Line Tech Support Team Leader, it's crucial to demonstrate your leadership abilities. Prepare examples of how you've successfully managed a team, provided guidance, and resolved conflicts in the past. This will show that you can lead and inspire your future team.
✨Highlight Your Technical Expertise
Make sure to discuss your technical background, especially your experience with IoT devices. Be ready to explain complex technical issues you've resolved and how you approached them. This will reassure the interviewers of your capability to handle escalated customer issues.
✨Emphasise Customer-Centric Mindset
Since the role requires a strong focus on customer service, prepare to share specific instances where you went above and beyond for a customer. Highlight your problem-solving skills and how they contributed to customer satisfaction, as this aligns with the company's values.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your ability to prioritise tasks and manage resources effectively. Think of examples where you had to make quick decisions under pressure, and be ready to discuss how you would handle various situations that may arise in the role.
