Technical Support Manager
Job Title: Technical Support Manager
Line Manager: Head of Product and Brand
Department: Product and Brand
Working Hours: 8:30 – 16:30 or 9:00 – 17:00
Salary Range: £35,000 – £45,000
Who are we?
Chiptech is a privately owned assistive technology provider with over 20 years experience in the industry. We have offices based in both the UK and New Zealand and are at the forefront of the digital transformation in assistive technology. We pride ourselves on our person-centred customer journey that guides and supports every step of the way, promoting Chiptech as a trustworthy, reliable and ethical organisation to work alongside.
Our Research and Development facilities and manufacturing capabilities, ensure that our solutions are industry-leading, of the highest quality and at the best price point for the customer.
Chiptech digital telecare products are renowned for their safety, elegance and ease of use. A talented team of engineers have designed products with a strong focus on automated safety checks. Events are logged and reported to monitoring, giving peace of mind that products will operate as expected in an emergency.
While Chiptech supplies end to end solutions, we actively work with other providers to offer comprehensive solutions to suit individual needs. All Chiptech digital devices are actively supported through the fleet management platform, SmartCare Cloud, which enables devices to be updated while they are in the field, reducing site visits.
Chiptech is experienced in contract manufacturing and upscaling production for higher volumes, having recently supplied an Australian-wide government funded migration programme to change over landline (copper) alarms to digital reporting telecare systems. This included the provision of software and support to enable the monitoring of data reporting products. Chiptech is now rolling out a similar programme in the UK to support the BT analogue switch off in 2025.
Role Overview
We are looking for an experienced and proven support manager with extensive experience in customer service or contact centre environments. As a Technical Support Manager, you will be responsible for the implementing process and systems within the department and growing Technical Support Team at Chiptech. We are looking for a strong and proven team leader who inspires, motivates and sustains a customer focused team. The Technical Support Advisors deal with a range of tickets on a day to day basis, varying in priority, complexity and resolution type. This role includes the workload management of these advisors and ensuring tickets are dealt with by the correct advisor, in a timely manner with exceptional service at its heart.
As part of this role you will complete a full review of the departments processes and systems and as part of our culture of continuous improvement and innovation, you will suggest and implement new and improved processes to ensure the department is always working at its best for both our customers and staff.
Reporting also forms a key part of this role and an analytical mindset is key. You will provide monthly reports to the Head of Product and Brand covering items such as ticket volume, SLA targets and ticket trends. As Technical Support Manager, you will work closely with the Product Manager to raise awareness of increasing ticket trends and provide the data to support investigations.
Key to success in this role will be solid understanding of Chiptech’s Products and Services, training will be provided to you, however, an aptitude and passion for learning and digital technology is key. This position requires an eye for detail, exceptional communication skills both internally and externally, the ability to excel under pressure and manage tasks simultaneously.
Key Responsibilities
This role encompasses a range of responsibilities, including but not limited to;
• Design, implement and continually improve department systems and processes
• Responsibility for the development and training of the team
• Responsibility to lead, inspire and develop the team to ensure best-in-class customer service
• Act as an escalation point and go to person for all team members
• Provide monthly report to SMT on project statuses, Service Level KPIs, RAG ratings, Customer Satisfaction scores, product trends and ongoing developments.
• Identify and escalate product patterns issues to the Head of Product and Brand in a timely manner.
• Ensure Customer Service SLAs are met in line with contracts
• Workload management of advisors and ensuring tickets are dealt with by the correct advisor, in a timely manner with exceptional service at its heart.
• Ticket trend analysis for predictive and continuous improvement and adjustments
Key Skills and Attributes
• Experience managing a helpdesk/support desk (Required)
• Experience implementing new customer service processes / systems (Required)
• Experience in recruitment and performance management (Required)
• Data Analysis Skills (e.g Excel Functions and Data Manipulation) (Required)
• Experience with HubSpot CRM (Desirable)
• A passion for excellent customer service
• Strong proven team management skills
• Interest and aptitude for technology and IT
• Communicate well with stakeholders and across departments
• Great communication skills both via written and spoken form
• Can work and be calm under pressure
• Successfully prioritise and manage complex workloads
• Methodical approach
• Problem Solving
• Personable and Professional Manner