Technical Support Manager

☞ PaleoWest

View: 104

Update day: 11-06-2024

Location: Huddersfield Yorkshire and the Humber

Category: IT - Software

Industry: Environmental Services

Position: Associate

Job type: Full-time

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Job content

Mentor Business Systems now has an opportunity for aTechnical Support ManagerinHuddersfieldhe main goal of this role is tomanage Mentors support department to continue to deliver exceptional software and support services to our customers, to maintain Mentors market position as theleading provider of service management software solutions within the security industry, whilst increasing our customer base outside of the security market.

Job Description

To continually evaluate the marketplace to ensure that we are maximizing technology to reduce costs

To provide control of telephone support ensuring customers receive timely, professional, and efficient service, minimizing the risk of liability to our customers and company

To ensure all support related records, documentation and processes are maintained promptly and accurately.

To assist in the recruitment and training for support staff.

To liaise with senior management, development, customers to support software requirements for Mentors products.

To provide statistical management business reports.

To maintain control of Mentors customer database records.

To ensure ethics compliance is adhered to by support staff.

Operational Efficiency
  • To manage the support department to ensure the following services are provided -
  • Provide training to customers on Mentors application software and the operating environment. (Adhoc where training is purchased)
  • Provide telephone support on Mentors application
  • Visit customers offices as required to provide housekeeping and support services.
  • Document systems installed and work carried out on site
  • To ensure adherence to all Company Policies and Procedures.
Commercial Management

To manage the support department to ensure the following services are provided -

Ensure that all technical support calls are completed within response time and to the satisfaction of all concerned.

To ensure that routine paperwork and processes are fully and accurately documented.

To be fully conversant with all company/department procedures including Health and Safety.

To identify potential sales opportunities of Mentors products to existing customers.

People Management
  • Ability to communicate at all levels of business, and to provide clear leadership to the support team.
  • Excellent interpersonal and communication skills, a team player who demonstrates drive and commitment.
Qualifications

Qualifications/ Experience:Graduate education, minimum five years experience in software support role, previous staff management experience.

Knowledge:MS Office, Operating Systems & Networks, preferably with service management & accounting software experience.

Additional Information

What can we offer you?

Base Salary upto £45K + profit share scheme

Company vehicle or cash allowance

25 days holidays plus bank holidays, plus option to purchase additional days

Company pension scheme

Employee scholarship scheme

Benefits Central Platform hosting employee reward and recognition initiatives and health and wellbeing resources

Bravo Awards which recognise outstanding contributions from all employees and encourage excellence

More About Us

Mentor Business Systems Limited has developed an enviable reputation for quality of software and first-class customer support. These very qualities ensure that our customers can invest in the latest generation of our software, confident that their present and future needs will be met.

We welcome applications from talented Support Manager, Service Managerswho live within a commutable distance of Huddersfield, Halifax, Bradford, Leeds, Manachester, West Yorkshire
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Deadline: 26-07-2024

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