Head of Technical Support (Internal applicants only)

☞ networx | Recruitment Software & Services

View: 107

Update day: 07-05-2024

Location: Sale North West

Category: IT - Software

Industry: Civic & Social Organization Nonprofit Organization Management

Position: Director

Job type: Internship

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Job content

The Head of Technical Support is responsible for the design and delivery of a service delivery plan that will ensure all Verastar customers receive outstanding technical support at all times. The role forms part of the Customer Care operational delivery senior management team, with a remit of accountability for identifying, addressing and leading process and performance improvements across all Verastar customer care channels.

You will be responsible for ensuring your team (4 Technical Support Team managers each with up to 11+ technical support advisors) have the required levels of technical knowledge to support a product portfolio containing technologies such as WLR, ADSL, FTTC, MPF, 3G & 4G, 5G, FTTP, SOGEA, VOIP and GFAST. You’ll also be responsible for optimising all available resources to reduce cost to serve and develop robust technical support processes that improve quality-of-service delivery

Experience RequiredWe’re looking for someone with a successful track record of leading fast-paced high-volume technical support management teams in the information technology industry, with specific experience of telecommunications products.

You’ll be a highly driven and inspirational leader with a passion for developing your people through effective use of coaching and performance management plans.

You’ll also need comprehensive knowledge of the regulatory requirements impacting B2B organisations and experience leading a technical support operation through a period of significant change, whilst maintaining and improving customer satisfaction levels.

Why Choose usAcross The Verastar Group, we’re passionate about creating an inclusive team and celebrating our diversity. Not only because this is the right thing to do, but also because we understand the commercial advantages that come with having a range of experiences, cultures and voices within our team. We aim for our colleague mix to reflect the diverse communities in which we operate and we’re striving to achieve this every day.

We all have a role to play in creating a great working environment which welcomes and celebrates difference, and which we can all feel proud to be part of.That’s why we offer a fantastic starting salary as well as providing outstanding on-site facilities, including parking, a free gym and a discounted café - complete with a bar for after-work get togethers.

Our core values embody the way we look after our customers, and the way we treat each other:UNITED - We are ONE team PASSIONATE - We go the extra mile INNOVATIVE - We find a better way STRAIGHTFORWARD - We keep things simple
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Deadline: 21-06-2024

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