Contact Centre Tech Support Team Leader

at  Novatech Ltd

JOIN OUR TEAM AS A TECHNICAL SUPPORT TEAM LEADER!

Are you passionate about technology and customer service? We’re excited to welcome a new Technical Support Team Leader to our Contact Centre!

WHAT WE NEED FROM YOU:

Previous experience of handling B2B technical queries in a Technical Support Helpdesk role or Managed Service Provider is essential!
A genuine passion for tech combined with solid IT technical knowledge and relevant qualifications, such as CompTIA A+ and CompTIA Server.
Our customers mean everything to us, so you will need a real passion and enthusiasm for providing an amazing customer experience, every time.

A BIT ABOUT OUR CONTACT CENTRE TEAM:

Our Contact Centre is a mix of brilliantly passionate people who share a common focus in doing the best for our customers. The team spend a couple of days working in the office together each week, and when they do there is often treats on the go! For the rest of the week, they work from home but still maintain close contact to keep the team buzz alive. The team is looking forward to having someone new join them!

As a team leader, you’ll play a crucial role within our hardworking and passionate Contact Centre. Your main focus will be on providing 2nd line technical support for Novatech’s B2B customers. You’ll also support our Tech Support Team and manage team ticket performance through our Freshdesk ticketing system.
The successful candidate will thrive on helping our customers with their tech queries, troubleshooting and looking to help resolve potential hardware and software issues effectively and efficiently (these will mostly be PC/server based support, hardware components/peripherals and software - typically Windows 11). The support you provide will be via a mix of communication channels, which include phone, e-mail and live chat.
Our Contact Centre is a multi-skilled team. You’ll be responsible for resolving issues and finding solutions to more complex queries. You’ll be working with a great team of people, with common goal in striving to deliver first class customer service. As part of the role, you’ll also be responsible for managing when queries need to be escalated to our Engineering team for 3rd line support.
The Contact Centre has lots of internal stakeholders. You’ll be working closely with our Repairs and Warehouse teams as well as having lots of interaction with our Business Sales Team to make sure we constantly deliver our company values - honest, respectful, authentic, responsive, collaborative and conscientious.
You will have the opportunity to expand your knowledge and get hands-on experience with our product ranges during your initial training period. There will also be opportunities to attend training with our partners such as Microsoft, Intel and Nvidia.