Customer Support Team Lead

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About the job

Manchester, UK (hybrid) Full-time

Company background

Macrium Software protects the most valuable asset in the world - data. We’re laser-focused on providing the most reliable and effective data backup and recovery solutions possible. We’re dedicated to creating dependable software, providing quality service, and maintaining superior relationships with our customers and partners. Since our founding in 2006, millions of people across the world have chosen us, and you’ll find our easy-to-use solutions in homes, small businesses, public sector networks, and multinational companies. We are proudly headquartered in Manchester, with offices in London, and Denver, Colorado.

The Challenge

Macrium Software is at an exciting stage in its growth journey and we are looking for ambitious and talented individuals to help us move to the next stage. We’re all about finding the right person for the right position, both technically and culturally.

The Customer Support Team Lead will effectively lead the Helpdesk to always ensure the highest level of customer care and satisfaction. You will be responsible for managing a team located mainly in Manchester but also Denver, USA. The role will also involve helping to troubleshoot any problems. 

Role Specifics

  • Providing technical support via our helpdesk system and forum
  • Answering the support hotline to provide technical support
  • Using remote support tools to resolve customer issues
  • Mentoring junior team members
  • Assisting home customers on the helpdesk with licence queries and purchases
  • Ensure customer expectations are met and exceeded, wherever possible.
  • Improve the way we deliver customer support
  • Identify patterns and trends within support requests
  • Provide reports and feedback on helpdesk performance to company stakeholders

Core Skills

  • Previous experience of effectively leading a team
  • Customer liaising experience
  • Able to motivate self and others
  • Troubleshooting computer hardware, desktop, and server operating systems
  • Familiarity with networking concepts
  • Excellent written and verbal communication
  • Excellent customer service and conflict resolution skills

Desirable Skills

  • An understanding of disaster recovery concepts
  • CompTIA A+ (or equivalent)
  • Exposure to the ITIL framework
  • Freshdesk experience
  • 3CX experience

More about our benefits

  • Non-contributory Group Personal Pension Scheme
  • Non-contributory Life Assurance Scheme 
  • 25 days annual leave entitlement plus 8 public holidays

Perks of working for us

  • Extensive employee wellbeing initiatives
  • Breakfast Fridays
  • Funded training and development
  • Flexible, hybrid working arrangements

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