Customer Support Manager, London

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Role: Customer Support Manager

Location: London

Salary: Depending on experience

Status: This position has now been filled. 

This is an exciting opportunity to join a well-respected and innovative technology company within the global Broadcast and Sports Media industries who are looking to recruit a Customer Support Manager based out of their London offices.

The role will be managing a pan-European team of five in Customer Support who manage the technical relationships with their key broadcast customers across EMEA.  The ideal candidate will have previous experience managing or leading teams in customer support and will have a good grasp of broadcasting and video production technologies.

Key responsibilities include:

  • Manage the hiring, training, and onboarding of new customer support team members
  • Develop effective tools and materials for training new team members
  • Assist in escalations from the existing team members
  • Contribute to defining customer support best practices and implement customer support standards and KPIs
  • Continuously develop and improve the approach to customer support in order to efficiently and effectively secure customer success
  • Answer all inbound calls to the Customer Support department
  • Identify, research, diagnose, and solve all customer issues, striving for first call resolutions whenever possible
  • Logging all case histories in Salesforce
  • Keep up to date with all new features and functionality, as well as installation procedures
  • Ability to multitask effectively
  • Assertive in resolving customer issues with tact and diplomacy
  • Demonstrate a sense of urgency, drive, and show a capability to lead and implement new initiatives
  • Work professionally with customers, acting as an ambassador for the business
  • Clarify customer requirements to better understand their challenges and problems
  • Pass feedback to internal development, engineering, and product teams
  • Represent the company, where required, at international trade shows (IBC, NAB) 

Requirements

  • Prior experience managing or leading a technical or customer support team in the broadcast and video industries
  • Experienced in leading, mentoring, and motivating teams and colleagues
  • Exceptional communication skills - both written and oral
  • Knowledgeable in diagnosing, fixing, and troubleshooting hardware and software issues
  • Strong work ethic with an ability to be self-motivated in a fast-paced environment
  • Good knowledge in configuring and troubleshooting RAID arrays
  • Hands on experience with system imaging software (i.e. Symantec Ghost, or similar)
  • Knowledge of Basic Networking, TCP/IP and Windows file sharing
  • Knowledge of Microsoft Windows Server 2003, Windows Server 2008, Windows Server 2012, Windows Server 2016, Windows XP, Windows 7, Windows 10 and Linux
  • Knowledge of Adobe Photoshop and/or Creative Suite
  • Knowledge of Microsoft SQL and SQL Clustering
  • Broadcast and Video Production technologies knowledge highly advantageous
  • Willingness to travel across the region
  • Flexibility to work shifts

To register your interest in this opportunity, please contact Ben Swanton via email ben@808talent.com

To view other career opportunities within the Broadcast and Sports Media Technology industry click here