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	This job expired on 16/02/2012 Browse Sales jobs by Region Sales jobs in South East Sales jobs in Hampshire Sales jobs in Southampton Browse Sales jobs by Industry Sector IT Sales Jobs Telecom Sales Jobs Internet Sales Jobs New Media Sales Customer Services Jobs Sales Director Jobs

Job posted by RecruitmentRevolution.com View more jobs from RecruitmentRevolution.com Find out more about RecruitmentRevolution.com

Job details

Salary band £40k - £50k Salary details unknown Location South East, Hampshire, Southampton Job type Any Company RecruitmentRevolution.com Contact unknown Job sectors IT/Telecoms, Internet/New Media, Customer Services, Sales Management Business Sector Both Posted 19/01/2012 Expires 16/02/2012

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Job Description

Technical Customer Support Manager / Helpdesk Manager - Top 5 Global Host / Datacentre
Southampton
£40,000 - £45,000

With 10,000 customers worldwide, backed by a 100% uptime guarantee we are one of the worlds leading IT hosting providers.

We are seeking a Technical Support Manager to support our growing global operations team!

Your job as a Technical Support Manager is to provide our customers with the Kick-Ass level of service that they have come to love and expect from us and our subsidiaries. You will provide strategic leadership and direction for our technical services group, drive a stellar customer experience, resolve customer concerns and define/develop/execute our customer contact strategy.

In addition, the Technical Support Manager will analyse operational processes, perform departmental training, identify opportunities for service delivery improvements, and add value to the customer experience.

Technical Customer Support Manager / Helpdesk Manager Qualifications & Responsibilities:

Excellent Academic record of achievement
Hands-on experience building a world class Technical Support department
Solid project management experience (i.e. ITIL, Six Sigma, PMP)
Demonstrated experience driving Net Promoter Scores (NPS) scores and strategy
Big picture orientation and commitment to providing outstanding customer service
Advanced oral and written communication
Ability to work effectively with internal departmental members and peers from other departments
Experience in a hosting/technical environment preferred
Understanding of system administration tools and processes
Call centre experience in a high volume customer contact area

Technical Customer Support Manager / Helpdesk Manager Essential Duties and Responsibilities:

Manage technical customer support functional activities in 24X7X365 environment.
Improves quality and responsiveness of customer support staff and resources.
Improves interaction and service between customer support and other functional areas of company.
Responsible for all post-sale customer service.
Partner with the Management Team to provide thought leadership and strategic direction for the Technical Customer Service division.
Oversee strategic planning with the goals of driving client satisfaction and retention; ensure key performance indicators are achieved.
Refine new business implementation plans to include coordination of all operations and support department functions to ensure the smooth integration of new customers.
Partner with Operations, Finance, and Sales to ensure attainment of all client key performance indicators.
Support sales group in developing solutions for prospects, RFP responses and site visits.
Attend and present at conferences and other business-related functions in order to promote the organization.
Ability to observe and evaluate existing support processes and then make the necessary changes and adjustments to achieve greater efficiency and success.
Develop both internal and external training programs and associated materials.
Analyse trends and patterns among escalated cases to identify root causes.
Participate and represent the Technical Support Team in company meetings with other departments pertaining to the growth and support of customers and clients
Continually analyse our product road map with emphasis on the impact to customer care.
Drive stellar Net Promoter Scores for Technical Service Team

You may have worked in the following capacities:
Customer Service Manager, Client Services Director, Customer Service Director, Customer Service Director, Technical ISP Customer Support Director, Head of Customer Care, Hosting Customer Support, Internet Service Provider Customer Care.

Application Statement:

To apply for the role of Technical Customer Support Manager / Helpdesk Manager - Top 5 Global Host / Datacentre simply submit your application (CV and a covering letter). If your skills meet with our client's requirements, we'll load your application into their application system for them to action. (Minus your contact details, we guard this). By submitting your CV and cover letter, you give express consent for us to process your application in conjunction with this vacancy.

(web address removed) is a unique online recruitment agency and operates an Equal Opportunities policy. We will gladly accept applications from all interested candidates.