At a Glance
- Tasks: Lead and develop technical support teams while delivering exceptional customer service.
- Company: Join VisionTrack, a leader in AI-powered video telematics and connected vehicle technology.
- Benefits: Competitive salary, career growth, and the chance to make a real impact.
- Other info: Dynamic role with opportunities to improve processes and develop your team.
- Why this job: Shape the future of technical support in an innovative tech environment.
- Qualifications: Experience in managing technical support teams and a passion for customer service.
The predicted salary is between 38250 - 46750 £ per year.
Tunbridge Wells, Kent
Lead the Team. Drive Service Excellence. Make a Real Impact.
Are you an experienced Technical Support Manager from a c connected hardware and software solutions background, who thrives in a fast-paced, customer-focused environment? Do you enjoy developing people, solving complex technical challenges and finding smarter ways of working?
At Vision Track , we're looking for a hands-on, commercially aware Technical Support Manager to lead our 1st and 2nd Line Technical Support teams.
About Vision Track
Vision Track is a leading provider of AI-powered video telematics, connected vehicle technology and Io T solutions.
Our technology helps businesses improve fleet safety, reduce risk and gain valuable insights through intelligent cameras, vehicle data and cloud-based platforms.
Operating in a rapidly evolving industry, we're passionate about innovation, customer experience and delivering technology that makes a genuine difference.
- What You'll Be Doing
- Leading and developing your team
- Manage, coach and develop our 1st and 2nd Line Technical Support teams, creating a positive, accountable and high-performing culture.
- Set clear objectives, monitor performance and identify training and development opportunities.
- Manage resource planning, recruitment and onboarding to ensure effective service coverage.
- Delivering exceptional customer support
- Take ownership of service performance, ensuring customers receive timely, accurate and professional support.
- Manage complex customer escalations and high-priority incidents, ensuring issues are resolved effectively.
- Drive improvements in customer satisfaction, first-contact resolution and service quality.
- Ensure customers are kept informed throughout the resolution process.
- Managing technical support operations
- Oversee ticket management, prioritisation, incident response and escalation processes.
- Monitor SLAs, response times, resolution rates and ticket backlogs.
- Support the investigation of technical issues involving cameras, vehicle technology, connectivity, software and cloud platforms.
- Work closely with Engineering, Product, Field Service and Customer Experience teams to resolve complex issues.
- Driving continuous improvement
- Identify recurring technical issues and implement improvements that address the root cause.
- Use performance data and customer feedback to improve processes, productivity and service standards.
- Develop troubleshooting guides, knowledge resources and effective support procedures.
- Ensure the team is prepared to support new products, technology upgrades and customer launches.
What We're Looking For
We're looking for an experienced technical support leader who combines strong operational management with technical understanding and a genuine passion for customer service.
Essential experience
- We're particularly interested in candidates who have managed technical support teams within a connected hardware and software environment, such as CCTV, video telematics, Io T, vehicle technology, security systems or similar.
- You’ll need a good understanding of how physical devices, connectivity and software platforms work together, along with experience supporting teams that troubleshoot and resolve issues across these technologies.
- Experience in vehicle CCTV, telematics or fleet technology would be particularly advantageous, although we’re equally interested in candidates from other relevant connected technology sectors.
- Alongside this, you’ll bring strong people leadership, service delivery experience and a proven ability to manage technical escalations, improve SLAs and develop high-performing support teams.
It would be a real advantage if you have
- Experience working with vehicle CCTV, DVR/MDVR systems, telematics devices or fleet technology.
- Knowledge of connectivity, firmware, GPS tracking, cloud platforms or remote diagnostics.
- Experience supporting enterprise customers or working closely with field engineering teams.
- A track record of improving support processes, reducing repeat incidents or introducing automation and self-service solutions.
Why Join Vision Track?
You’ll be joining an innovative, growing technology business operating at the forefront of video telematics and connected vehicle solutions.
This role offers the opportunity to make a genuine impact, shape the performance of our technical support function and help develop a team that plays a vital role in our customers' experience.
If you're a technical support leader who enjoys developing people, improving processes and delivering outstanding customer service, we'd love to hear from you.
Technical Support Manager in Royal Tunbridge Wells employer: VisionTrack
VisionTrack is an exceptional employer located in Tunbridge Wells, offering a hybrid work model that promotes flexibility and work-life balance. With a strong focus on innovation and employee development, VisionTrack provides ample opportunities for growth within a collaborative and dynamic work culture, where your contributions directly impact the success of cutting-edge video telematics solutions.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Manager in Royal Tunbridge Wells
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at VisionTrack. 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 VisionTrack 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 Royal Tunbridge Wells
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 VisionTrack:Your cover letter is your chance to shine! Tell us why you want to work at VisionTrack 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 VisionTrack!
How to prepare for a job interview at VisionTrack
✨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.
