Job Description

Job Overview

EBITS LLP?is a world leader in providing software and hardware solutions for the Aviation Refuelling industry.? Our systems are deployed in most of the major international airports around the world; our customers include some of the world's largest corporations.

We are hiring a Support Team Lead to cover a maternity leave for a minimum of 9 months, likely to extend to 12 months. This role reports to the Director and works closely with the management team.

We are looking for someone with a strong helpdesk or customer service background who has had a taste of leadership. A technical background is also preferred.

Responsibilities:

Lead the team, ensure that customers always receive exemplary service. Logging, investigating and resolving customer requests and progressing them in line with defined SLAs whilst keeping the customer fully up to date. Creation and distribution of internal and external reports. Creation of contact templates and communication techniques. Monitoring the service desk system to ensure that all tickets are correctly logged, prioritised and handled within SLA. Write and maintain documentation that aids support and the customer (FAQ's, troubleshooting guides, Knowledge base articles) Proactively identify ways to improve processes and ultimately the customers experience Work closely with the Development Team to engage and understand the creation of Technical Specifications and features ensuring this is reflected in pre-configuration and documentation. Deliver occasional training to customers and colleagues. Cover out of hours on call work on a scheduled basis.

Desirable skills:

Excellent verbal and written English Strong mentality# SQL Experience Excellent organisational skills Problem solving skills Presentable and confident in presentation/public speaking.
Job Types: Full-time, Fixed term contract
Contract length: 9-12 months

Pay: 30,000.00-35,000.00 per year

Benefits:

Work from home
Work Location: Remote