Hybrid Technical Support Manager

at CameraMatics

• Job title: Technical Support Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Tech skills: Swift
• Location requirements: Hybrid, South East London, United Kingdom

About the role

• Technical Support Manager driving customer success through team leadership and technical expertise in fleet management solutions.

Responsibilities

• Technical Expertise: Be the go-to expert for all things Cameramatics, from software and hardware troubleshooting to connectivity and integration support. Empower your team to deliver swift and effective support to our customers.
• Team Leadership: Build, coach, and inspire a high-performing technical support team. Foster a culture of collaboration, continuous learning, and exceptional customer service.
• Performance Management: Set and monitor key performance indicators (KPIs) for the team to ensure adherence to service level agreements (SLAs) and drive continuous improvement.
• Process Optimization: Streamline workflows, implement best practices, and ensure seamless support experiences for our customers.
• Customer Advocacy: Build strong relationships with customers, understand their unique needs, and ensure their satisfaction with our products and services.
• Data-Driven Decisions: Monitor support metrics, analyze trends, and leverage data to continuously improve team performance and customer satisfaction.
• Lead Change: Where escalations are raised, go beyond surface-level troubleshooting, understand the ‘why’, conduct a RCA and lead process change.

Requirements

• Proven Technical Skills: A strong technical background, preferably with experience in fleet telematics, video solutions, or similar technologies.
• Methodical: Strong understanding of computer systems, networking, and troubleshooting methodologies.
• Leadership Abilities: A track record of leading and mentoring technical teams, fostering a positive and collaborative environment.
• Customer-Centric Approach: A genuine passion for helping customers and resolving their issues efficiently and effectively.
• Excellent Communication: Strong written and verbal communication skills, with the ability to explain complex technical concepts clearly and concisely.
• Problem-Solving Mindset: Ability to stay calm and focused under pressure, diagnosing and resolving technical issues with a methodical approach.
• Self-Starter: You take the initiative, you are comfortable dealing with ambiguity in a fast-paced environment.

Benefits

• Competitive Salary & Benefits: We offer a comprehensive benefits package, including health insurance, pension, and bonus opportunities.
• Professional Development: We invest in your growth, providing opportunities for continuous learning and career advancement.
• Collaborative Environment: Join a supportive and inclusive team that values innovation and teamwork.