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Location: Newcastle upon Tyne Tyne and Wear Newcastle upon Tyne NE12 8BX
Salary: £30000 - £40000
Sector: Management  
Type: Permanent
Posted: 10/30/2019
Project Manager Ronald James Group 2020-01-30

Our client is looking for a Product Support Manager to establish and build out its customer facing product support team.

They are re-envisioning the future of commerce with simple and powerful API's providing a commerce service to ambitious brands. They're looking for an experienced support professional who can join their team to help build out the practices of a high-performing engineering organisation.

If you're someone who wants to bring their own ideas for how a team can grow and is a broad thinker with excellent analytical skills then they'd love to hear from you.

Who You'll Be

Establish a customer facing product support team

  • Review existing support processes and systems and make short term tactical improvements
  • Establish customer support packages in conjunction with the Product Manager
  • Incorporate clearly defined SLAs for case response and resolution times
  • Identify and roll out time-zone based support
  • Implement new or revised systems to facilitate new support operations  

Customer Support

Provide exceptional customer support

  • Become an expert in our clients' core API service and related applications
  • Respond to customer queries in a timely manner
  • Provide resolutions to technical queries
  • Complete a thorough investigation and only hand off to a 3rd line Engineer if required
  • Establish a knowledge base or wiki and FAQ to encourage customer self service support
  • Provide a mechanism for product feedback and provide input to product enhancements
  • Provide monthly KPI reporting to your line manager

Skills & Experience

  • 5+ years experience in a support function in a high growth technology business
  • Ability to identify process and systems gaps and implement solutions
  • Managing high performance teams
  • Developing a customer centric support model
  • Demonstrable experience of running an efficient support function that has a strong reputation
  • Ability to nurture and develop a growing team with strong leadership and interpersonal skills
  • Excellent communication skills
  • Demonstrable experience of analytical thinking and problem solving

Product Support

Provide operational product support

  • Work with your line manager and the Engineering function to establish lines of responsibility
  • Identify common operational requirements in relation to their core API and related applications
  • Introduce automated systems to deal with common operational requirements
  • Introduce an on call rota for out of hours support

Desirable

Technical degree or computer science background

Benefits

  • Generous holiday allowance
  • Pension scheme
  • Great starting salary
  • Opportunity for progression
  • Flexible Time
  • Home Working

Could this be the role for you?

If you’d like to have an informal chat about your potential in this role, book in a call with one of our friendly talent advocates on 0191 620 0123 who can provide details, advise and guide you with your job search.

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