Technical Support Manager - French speaking

Date: Sep 26, 2023

Location: Dunfermline, GB, KY11 8GR

Company: Optos

Technical Support Manager - French speaking
Permanent

 

ROLE SUMMARY

We are currently looking for a Technical Support Manager to join our Customer Service team based in Dunfermline.

 

This growing multilingual team is responsible for supporting Optos’ Customer base across the European region. This fast-paced role involves pre-sale activities and providing service throughout the lifetime of the Customers’ contract with Optos. The team remit is to deliver a world class experience to all Optos Customers, at all times. This is a multi-disciplined role and requires someone with a passion for excellence and a strong understanding of what is required to maintain high levels of Customer Satisfaction. Exceptional problem-solving skills are essential, as is the ability to effectively coordinate activities with several other departments. 

 

Under general direction of the Head of Customer Service, the Customer Support Manager will manage the work of the Customer Support team to prepare contractual documents/quotes and oversee incoming correspondence, while complying with company policies and legal requirements. Additionally, the successful candidate will oversee all activities related to sales order processing, customer fulfilment and coordination of shipping and logistics.

This is a dual role combining team management (35%) with an active contribution to handling team workload (65%).

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Day Management of the Technical Support team – ensure appropriate personnel, business policies, objectives, and procedures are in place within the organisation to drive excellence in Technical Support, impact product reliability, and facilitate revenue.
  • Oversee remote diagnosis and repair of Optos product line – provide analytical and problem-solving support including networking expertise required to debug, diagnose, and resolve advanced customer networking issues; software problems; database repair, cloud, and NAS implementations.
  • Manage the planning and execution of scheduled support activities such as data migration, integrations, virtual machine installations and software upgrades.
  • Active participation in Inbound call queue and case resolution.
  • Lead and actively manage customer escalations - work with customers, technical support, and other related departments to resolve them in a timely manner.
  • Keep up to date with new technologies and products and their applications.
  • Research technical and software issues to identify trends for early detection and repair and to keep knowledge up to date.
  • Review all technical support processes and procedures to continuously improve them.
  • Provide instruction and written material for technical support knowledge base across all currently supported products.
  • Supervise, motivate, and develop staff, to maximize their individual contribution, their professional growth, and their ability to function effectively with their colleagues as a team.
  • Interface with Quality, Field Service and R&D departments to provide feedback and recommendations to improve current and future products and support.
  • Create standardised workflows and procedures, which support consistent customer support call handling and troubleshooting techniques. Establish firm policies around required use of CRM.

 

MINIMUM QUALIFICATIONS

  • Degree level, or equivalent education gained through work experience.
  • Fluency in French language is required.
  • Previous supervisory experience in a similar role is required.
  • Extensive knowledge and practical experience of Windows consumer operating systems and Windows Server operating systems. Linux knowledge would be a benefit.
  • Intermediate networking knowledge required.
  • Knowledge of PC hardware and configuration is essential.
  • Excellent analytical and problem-solving skills.
  • Strong written and verbal communication skills
  • Knowledge of IT operations, responsibilities, workflow processes and procedures to resolve enquiries independently.
  • Ability to rapidly adapt to new technologies and assess their potential impact and usefulness within the company.
  • Strong team player with the ability to work flexibly to ensure timely delivery of service.
  • Ability to produce high quality work under pressure and within tight timescales.
  • Strong commercial awareness.

 

BENEFITS

At Optos, we offer a highly competitive compensation and benefits package.

 

EQUAL OPPORTUNITIES EMPLOYER

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, age or protected veteran status.

 

If you feel you have the necessary skills and experience and want to join a great team, please click on the Apply button!