Helpdesk Team Leader
This company provides online marketing, websites and software to estate agents and lettings agents, and the support team is growing as the number of clients has grown rapidly in recent months.
An exciting opportunity has arisen to join them in their office in south west London as a Helpdesk Team Leader. Overseeing a busy team, you will be providing product support and troubleshooting over the telephone and via email to their UK-based clients as well as supervising day to day operations.
You need to have strong customer service experience supporting a technical product, with excellent communication skills, the ability to work calmly in a busy and pressurised environment, and have strong interest in technology and website development. Previous Help Desk experience is essential.
Primary Duties and Responsibilities:
- Answer incoming phone calls/emails in regards to service related inquiries to troubleshoot web based applications
- Document, track and monitor problems to ensure resolution in a timely manner, ensuring tasks are set to the appropriate priority levels
- Maintain in depth customer management to retain customers and increase customer satisfaction
- Maintain current knowledge of industry trends, concepts, practices and procedures and potential impact on the business
- Respond to enquiries to provide technical assistance and support
- Any other duties as appropriately assigned by management
Required Skillset:
- Technical, analytical and interpersonal skills essential
- Pervious Management experience in a support / helpdesk environment
- Excellent knowledge of CSS and HTML
- Excellent working knowledge of up-to-date desktop applications
- Ability to communicate in an understandable, polite and friendly manner, both written and verbal
- Strong organisational skills and ability to multi-task in a small business environment
- An aptitude for problem solving and strong attention to detail
Salary: Dependent on Experience
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